Terms and Conditions

Last updated July 2026

General Notes

Where this Specification is for the installation of an Electronic Access Control System designed by Electra-Locks Ltd, it will, where expressly stated in the Quotation or Specification and where applicable, be designed, installed and commissioned in accordance with the relevant requirements of BS EN 60839-11-1:2013 and BS EN 60839-11-2:2015, together with any other applicable standards identified in the Specification. An installation and commissioning certificate will be issued on completion where applicable.
Where this Specification is for the installation of a Video Surveillance System designed by Electra-Locks Ltd, it will, where expressly stated in the Quotation or Specification and where applicable, be designed, installed and commissioned in accordance with the relevant requirements of BS EN IEC 62676-4:2025, together with any other applicable standards identified in the Specification. An installation and commissioning certificate will be issued on completion where applicable.
Where this Specification is for the installation of a Powered Pedestrian Door System designed or installed by Electra-Locks Ltd, it will, where expressly stated in the Quotation or Specification and where applicable, be designed, installed, commissioned and risk assessed in accordance with the relevant requirements of BS EN 16005:2023+A1:2024, BS 7036-0:2014 and the Supply of Machinery (Safety) Regulations 2008 and other applicable legislation, standards and industry guidance.
Electra-Locks Ltd is a member of the Automatic Door Suppliers Association, and applicable works will be undertaken by appropriately trained and competent personnel. An installation and commissioning certificate and applicable safety documentation will be issued on completion where required.
Where this Specification is for the installation or automation of a Powered Gate, Traffic Barrier or other power-operated vehicular access system designed, assembled or installed by Electra-Locks Ltd, it will, where expressly stated in the Quotation or Specification and where applicable, be designed, installed, commissioned and risk assessed in accordance with the relevant requirements of BS EN 12453:2017+A1:2021, BS EN 12978:2024, the Supply of Machinery (Safety) Regulations 2008 and other applicable legislation, standards and industry guidance.
Electra-Locks Ltd is a registered Gate Safe Installer, and applicable works will be undertaken in accordance with Gate Safe guidance by appropriately trained and competent personnel. Relevant technical documentation, operating information, risk assessment records and any declaration or certification required for the completed installation will be issued on completion where applicable.
Project Management – On receipt of your order, you will be appointed a Project Manager who will ensure that the installation is carefully planned and installed in accordance with the agreed Specification and your stated requirements.
Installation – Our engineers are appropriately trained and experienced in installing security and entrance systems within working environments. The System will be installed with reasonable care and with the aim of minimising unnecessary disturbance.
Health & Safety – Our installation engineers receive appropriate health and safety training and, where required for the relevant work or site, hold suitable CSCS cards or equivalent competence certification.
Site-specific risk assessments and method statements will be supplied where required. Should the Customer have additional site-specific health and safety, induction, security-clearance or procedural requirements that were not disclosed before the Quotation was prepared, Electra-Locks Ltd reserves the right to make reasonable additional charges for the time and costs required to prepare and comply with those requirements.
Training – It is important that sufficient time is dedicated to learning the operation of the System. Our Quotation includes one training session covering the normal operation of the System for a maximum of four people attending on the same day, unless otherwise stated.
Additional, repeat or out-of-hours training will be chargeable. A cost can be provided upon request.
Warranty Service – All new installations are covered by our warranty service for the first 12 months from the Handover Date, subject to these Terms and Conditions.
Warranty support is available between 00am and 5.30pm Monday to Friday, excluding public and Bank Holidays in England. We aim to acknowledge a warranty request within one working day and, where an on-site visit is reasonably required, aim to attend within two working days.
These are target response times and are not guaranteed repair or resolution times.
Standard labour, call-out charges and replacement parts required to rectify a valid warranty defect are included during Normal Working Hours. Out-of-hours attendance, emergency attendance and attendance relating to a matter not covered by the warranty will be chargeable at the Company’s applicable rates.
Unless otherwise stated in the Specification or directed by the Customer’s designer, access consultant or other responsible professional, card readers, request-to-exit devices and emergency door-release units will normally be installed at an accessible operating height, generally between 900mm and 1100mm above finished floor level.
Final positioning will take account of the Equality Act 2010, applicable Building Regulations and Approved Document M guidance, together with the intended users, door construction, site conditions and project-specific requirements.
Where an access-controlled door is required to release, unlock or open following operation of the fire detection and alarm system, the required operation must be identified within the building’s fire strategy, cause-and-effect documentation or other instructions issued by the responsible fire-system designer. Unless expressly included within the Quotation, relevant fire-relay or fire-related input/output devices are to be supplied by others.

Unless expressly included in the Quotation, the Customer is responsible for arranging for the fire-alarm contractor to provide a suitable fire-alarm interface adjacent to each agreed access-control or automatic-door location.

Electra-Locks Ltd will be responsible only for the works expressly identified within its Specification. Integrated testing must be completed with the relevant fire-alarm contractor and other responsible parties. Where applicable, the interface arrangements should comply with BS 7273-4:2015+A2:2023.
Each access-control door controller will normally be provided with a suitable power supply unit capable of powering the controller and associated door hardware specified in the Quotation. Where expressly included within the Quotation, a suitable standby battery will also be provided.
Where a standby battery is included, the available standby duration will depend upon the battery capacity, equipment load, door usage, battery condition and environmental conditions. Unless a specific standby duration is expressly stated in the Specification, no particular standby duration is guaranteed.
Where a computer is to be supplied by the Customer, Electra-Locks Ltd will advise the minimum supported specification and any relevant manufacturer requirements known at the date of the Quotation.
The Customer remains responsible for the computer, operating system, network, cybersecurity, backups, software licensing and ongoing compatibility unless these items are expressly included within the Quotation.
Unless expressly included in the Quotation, CCTV or video-surveillance signage is the responsibility of the Customer.
The Customer is responsible for determining the lawful purpose and operation of the System, displaying suitable signage and privacy information and otherwise complying with applicable data-protection legislation. Standard signage may be supplied by Electra-Locks Ltd at additional cost upon request.

OUR STANDARD TERMS & CONDITIONS

1. DEFINITIONS

1.1 “THE COMPANY” means Electra-Locks Limited, company number 07509365, registered in England and Wales.

1.2 “THE CUSTOMER” means the person, company, institution, organisation or other body detailed in the Quotation for whom the Specification and Quotation have been prepared.

1.3 “THE SYSTEM” means the equipment, materials, software and associated works described and set out in the current Quotation and Specification, including, where applicable, electronic access control, video surveillance, powered pedestrian doors, automatic gates, traffic barriers and associated safety equipment.

1.4 “OUTRIGHT SALE” means that the Company sells the System to the Customer as installed and described within the current Specification. Title to the equipment will pass to the Customer in accordance with Clause 6.4.

1.5 “HANDOVER DATE” means the date on which the Company confirms that the System is substantially complete and available for its intended use, notwithstanding minor defects or outstanding items that do not materially prevent its use, and the applicable operating information has been made available to the Customer.

1.6 “MAINTENANCE” means a periodic visit or service performed by the Company to inspect, test, maintain or service any System or part of a System forming part of a separate Maintenance Contract.

1.7 “SERVICE CALL” means a remote-support request or an attendance by the Company to investigate a reported fault. Emergency or out-of-hours Service Calls are subject to engineer availability and additional charges unless expressly included within a separate Maintenance Contract.

1.8 “NORMAL WORKING HOURS” means 9.00am to 5.30pm Monday to Friday, excluding public and Bank Holidays in England.

1.9 “BUSINESS DAY” means any day other than a Saturday, Sunday or public or Bank Holiday in England.

1.10 “QUOTATION” means the Company’s written quotation, proposal or estimate describing the System, Services and applicable charges.

1.11 “SPECIFICATION” means the project-specific description, drawings, schedules and other documents issued or expressly approved by the Company that define the System and Services.

1.12 “SERVICES” means the design, supply, installation, configuration, commissioning, training, maintenance or other services expressly included within the Quotation.

1.13 “SAFETY DEVICE” means any safety edge, presence sensor, photocell, light curtain, force-limitation system, emergency-stop device, guard, protective enclosure, warning device or other component intended to reduce a safety risk associated with the System.

1.14 “INSOLVENCY EVENT” means any event in which a party becomes unable to pay its debts as they fall due, enters liquidation, administration or bankruptcy, has a receiver or similar officeholder appointed over all or a material part of its assets, enters into an arrangement with its creditors or becomes subject to any substantially similar procedure, other than for a solvent restructuring.

1.15 “SCHEDULE OF CHARGES” means the Company’s schedule of labour, call-out, travel, plant, storage and other applicable rates provided to the Customer or otherwise incorporated into the Quotation before the Agreement is accepted.

2. GUARANTEE

2.1 The System installed by the Company shall be in accordance with the current Specification and will be designed and installed with reasonable skill and care.

Where compliance with a particular British, European or international standard, product-safety requirement, industry scheme or other requirement is expressly stated within the Quotation or Specification, the Company will apply the relevant requirements within the agreed scope of its works.

2.2 The System is guaranteed against defects arising from defective materials supplied by the Company or defective workmanship for 12 months from the Handover Date.

The Company undertakes, at its discretion and subject to the Customer providing reasonable access, to repair or replace the defective part of the System or, where repair or replacement is not reasonably practicable, provide an appropriate refund or price reduction.

The Company aims to acknowledge a valid warranty request within one working day and, where an on-site visit is reasonably required, aims to attend within two working days during Normal Working Hours.

These are target response times and are not guaranteed repair or resolution times.

Nothing within this Guarantee affects any legal rights or remedies that cannot lawfully be excluded or restricted.

2.3 This Guarantee does not cover any defect, failure or damage caused or contributed to by:

negligence, misuse, accidental or deliberate damage by the Customer or any third party;
alteration, repair, configuration or interference by a person not authorised by the Company;
animals, insects or vermin;
vandalism, impact damage, theft, fire, flood, water ingress, lightning, power surge or other external event;
a defect in the Customer’s premises, doors, door frames, gate leaves, tracks, rollers, hinges, posts, foundations, fencing, building fabric, power supply, network, internet service or other third-party equipment;
failure by the Customer to follow the operating, safety or maintenance instructions;
a lack of routine inspection or maintenance where inspection or maintenance is reasonably required;
software, cloud services, telecommunications services or manufacturer services outside the reasonable control of the Company;
weather, wind loading, flooding, ice, snow, debris or ground movement beyond the conditions for which the System was designed;
normal wear and tear; or
the removal, obstruction, bypassing or disabling of any Safety Device.

Where a Service Call is made and the reported matter is not covered by this Guarantee, the Customer will be liable for the Company’s applicable call-out, labour, travel, materials and other reasonable charges.

2.4 The Guarantee and any manufacturer’s warranty do not cover consumable or service items, including batteries, fuses, lamps, printer ribbons, printer heads, access-control cards, fobs, tags, mobile credentials, rollers, brushes, seals and other items subject to routine wear, unless the item was defective when supplied.

Normal deterioration in battery capacity and items subject to wear through ordinary use are not considered defects.

2.5 Where a new System is connected to or incorporates existing equipment, doors, gate leaves, barriers, wiring, networks, software or other infrastructure not supplied by the Company, the Company does not guarantee the condition, continued compatibility or operation of those existing items.

Work required to investigate, repair, replace or modify existing items will be chargeable unless expressly included within the Quotation or a separate Maintenance Contract.

2.6 A replacement part supplied under the Guarantee may be a new part or a serviceable equivalent part of comparable specification.

Unless otherwise required by law, a replacement part will be covered for the remainder of the original 12-month Guarantee period.

2.7 The Guarantee does not include emergency or out-of-hours attendance unless expressly stated in the Quotation or a separate Maintenance Contract.

2.8 The Guarantee does not remove the Customer’s responsibility to arrange appropriate routine inspection and preventative maintenance of the System.

2.9 Where the Customer or another contractor modifies a powered pedestrian door, automatic gate, barrier or associated Safety Device, the Company may require a new inspection and risk assessment before accepting responsibility for further warranty or maintenance work.

3. QUOTATION & INSTALLATION

3.1 The Company’s Quotation is based upon the costs, information, drawings and site conditions known to the Company on the date of the Quotation and is valid for the period stated in Clause 3.16.

The Company may propose a reasonable written variation where:

the Customer requests a change;
the information supplied by the Customer is inaccurate or incomplete;
concealed conditions, hazards, defects or services are discovered;
existing equipment or structures are found to be defective, unsafe or unsuitable;
a product becomes unavailable or is discontinued;
there is a change in law, regulation or applicable mandatory requirement; or
another circumstance arises that could not reasonably have been identified when the Quotation was prepared.

Except where immediately necessary to make the premises or System safe, no material additional work will be carried out without the Customer’s approval.

Where a proposed variation materially affects the price or scope, the Customer may decline the affected additional work, subject to paying for work already performed and costs reasonably incurred.

3.2 The Company’s Installation Department or Project Manager will confirm the relevant requirements and proposed arrangements before installation of the System.

3.3 The Quotation is based upon the Company being given safe and unrestricted access to the Customer’s premises during Normal Working Hours and the installation and commissioning of the System being carried out without delay caused by the Customer, the Customer’s contractors or other persons under the Customer’s control.

The Customer shall provide appropriate access, parking arrangements, working space, welfare facilities, permits, inductions, escorts and other facilities reasonably required to carry out the Services, unless otherwise agreed.

3.4 If installation of the System is impeded or delayed by the Customer, any contractor engaged by or for the Customer, unsafe site conditions, unavailable access or any other matter outside the Company’s reasonable control, the Company shall be entitled to a reasonable extension of time and to charge for the resulting lost time, additional visits, labour, travel, accommodation, plant, storage and other reasonable costs at the rates stated in the Quotation or a Schedule of Charges provided to the Customer before acceptance of the Agreement.

The Company will maintain reasonable records of material additional time and costs claimed under this clause.

3.5 Before work commences, the Customer shall provide the Company with all available asbestos registers, asbestos surveys, service drawings, construction information and details of known or suspected hazards.

The Customer shall identify, where reasonably possible, the location of concealed water, gas, electricity, telecommunications, data and other services, wiring or pipework.

The Company may suspend work where the required information has not been provided or where conditions appear unsafe.

The Company will exercise reasonable skill and care but will not be liable for damage to concealed services, structural defects or other conditions that could not reasonably have been identified from the information provided and the nature of the contracted works.

Nothing in this clause excludes liability arising from the Company’s negligence.

3.6 Unless otherwise agreed, the Customer will be responsible for providing a suitable 230V AC unswitched fused connection unit or other agreed power connection at each required equipment location.

Mains supplies should be appropriately protected, dedicated where reasonably required and installed and certified by a suitably qualified electrical contractor.

3.7 Unless otherwise stated in the Quotation or Specification, cables will be surface run using a reasonable route selected by the Company.

The Customer will arrange for any specialist cable containment, concealed cable routes, builders’ works or decorative finishes required unless those items are expressly included within the Quotation.

3.8 Where the Company is installing cables into existing ducts or containment, it is assumed that the route is accessible, suitable, clear and provided with working draw ropes where required.

The Company may make an additional charge where ducts are blocked, damaged, unsuitable or do not contain suitable draw ropes and an alternative route or additional work is required.

3.9 The Company will not remove false ceilings, ceiling grids, specialist panels or other building finishes unless expressly agreed.

Where the Customer requests the Company to move or remove such items, the Company will exercise reasonable care but will not be responsible for damage arising from pre-existing fragility, deterioration, defective installation, concealed defects or the unavoidable consequences of carrying out the agreed work.

3.10 Unless the Quotation expressly states that plant or specialist access equipment is included, the cost of required plant or access equipment will be additional.

This may include, but is not limited to, cable jacks, manhole lifting equipment, scaffold towers, mobile elevated work platforms, cherry pickers and scissor lifts.

Where reasonably practicable, the Company will obtain the Customer’s approval before incurring a material additional plant charge.

3.11 At Handover, the Company will provide one electronic set of the applicable O&M information included within the agreed scope and all declarations, instructions, safety information and other documents legally required for the completed installation.

The handover information may also include the System Specification, equipment schedules, operating information, relevant drawings, commissioning information, risk assessment records, test results and applicable certificates or declarations, according to the nature and agreed scope of the works.

Additional copies, detailed record drawings, CAD drawings, asset schedules, bespoke documents or retrospective documentation not included within the Quotation will be chargeable. A cost can be provided upon request.

3.12 The Quotation does not include the provision of a computer, monitor, mobile device, network equipment or other IT equipment unless expressly stated.

3.13 The Quotation does not include the provision of access-control cards, fobs, tags, mobile credentials or other credentials unless expressly stated.

3.14 Main contractor discounts, rebates, retentions, contra-charges or other deductions have not been allowed for and will not be accepted unless expressly agreed in writing by the Company.

3.15 The Quotation is exclusive of VAT unless expressly stated otherwise. VAT will be charged at the applicable rate.

3.16 The Quotation is valid for 30 days from the date stated on the document unless otherwise stated. Following expiry, the Company may withdraw or revise the Quotation.

3.17 These Standard Terms and Conditions apply to the Quotation and any resulting Agreement unless expressly varied in writing by an authorised representative of the Company.

3.18 Where additional equipment supplied under the Quotation is added to a System covered by an existing Maintenance Contract, the Company reserves the right to propose a reasonable increase to the maintenance charge to reflect the additional equipment and Services.

The revised charge will be notified to and agreed with the Customer, normally at the next anniversary of the Maintenance Contract, unless the parties agree an earlier commencement date.

3.19 Unless expressly included within the Quotation, decorative and builders’ making good, including painting, plastering, joinery and specialist finishes, is excluded.

Responsibility for fire stopping any penetration made during the works will be stated in the Specification. Where fire stopping is required, it must be carried out by a competent person using a suitable and appropriately tested fire-stopping system.

3.20 Unless expressly included, the Customer is responsible for obtaining all necessary landlord, freeholder, planning, listed-building, building-control and other approvals or consents required for the installation.

3.21 The Company may use suitably qualified subcontractors to perform part of the Services. The Company will remain responsible for the performance of its contractual obligations.

3.22 The Customer is responsible for ensuring that the requirements stated to the Company are accurate and complete and for approving the proposed System design, camera views, device locations, door operation, gate operation, barrier operation and other project-specific requirements before installation.

3.23 Minor variations to equipment make, model or appearance may be made where the specified product becomes unavailable, provided that the substituted item is of reasonably equivalent functionality and quality.

The Company will notify the Customer of any material proposed substitution. A material substitution will not be made without the Customer’s written approval, which shall not be unreasonably withheld or delayed.

3.24 Where the Company is automating an existing door, gate, barrier or other structure, the Quotation is based upon the existing structure being mechanically sound, appropriately installed and suitable for automation.

Unless expressly included within the Quotation, the Customer is responsible for the condition and structural suitability of existing door leaves, frames, gate leaves, hinges, rollers, wheels, tracks, guides, posts, foundations, fencing, supporting steelwork and surrounding structures.

3.25 The Company may suspend or decline to automate any existing door, gate or barrier that appears defective, structurally unsuitable or unsafe.

Necessary structural, mechanical, groundwork or remedial work will be treated as a variation unless expressly included within the Quotation.

3.26 The Customer shall provide the Company with any available fire strategy, access strategy, traffic-management plan, safeguarding information and details of foreseeable vulnerable users relevant to the design and risk assessment of a powered door, gate or barrier.

3.27 The final position and type of Safety Devices will be determined by the Company’s risk assessment, applicable standards, manufacturer instructions and foreseeable use of the System.

The Customer must not instruct the Company to omit, relocate, bypass or disable a Safety Device where the Company reasonably considers that doing so would leave the System unsafe or non-compliant.

3.28 Where groundwork, drainage, foundations, ducts, structural steelwork or electrical supplies are provided by the Customer or another contractor, those works must be completed to the Company’s notified requirements before installation begins.

The Company will not be responsible for delay, failure or damage arising from defective or unsuitable work performed by another contractor.

4. THE AGREEMENT

4.1 This Agreement for the supply, installation and, where separately agreed, maintenance of the Company’s Systems is made on these Standard Terms and Conditions.

No employee, contractor or agent of either party has authority to add to or vary these Terms and Conditions unless the addition or variation is agreed in writing by an authorised representative of the Company and the Customer.

Any separate Maintenance Contract between Electra-Locks Ltd and the Customer shall become effective on the date stated within that Maintenance Contract or, where no date is stated, on the Handover Date.

4.2 The Company may assign or transfer its rights under this Agreement as part of a business sale, group reorganisation, financing arrangement or debt assignment, provided that doing so does not materially reduce any rights or protections that the Customer is legally entitled to receive.

4.3 In the event of a conflict between documents forming the Agreement, the following order of precedence will apply:

any written variation or change order signed or expressly approved by both parties;
the project-specific Quotation and Specification;
project-specific drawings and schedules issued by the Company;
these Standard Terms and Conditions; and
the Customer’s purchase order, solely in respect of administrative information such as the purchase-order number and billing address.

Any standard or additional terms contained within a customer purchase order will not apply unless expressly accepted in writing by an authorised representative of the Company.

4.4 The Agreement constitutes the entire agreement between the parties in relation to its subject matter and supersedes earlier discussions, correspondence and representations, except that nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

4.5 If any provision of the Agreement is found to be invalid or unenforceable, that provision will be treated as modified to the minimum extent necessary to make it valid and enforceable.

If modification is not possible, it will be deleted without affecting the remaining provisions.

4.6 A delay or failure by either party to exercise a contractual right will not constitute a waiver of that right.

5. CUSTOMER’S USE OF THE SYSTEM

5.1 The Customer shall use and operate the System with reasonable care and in accordance with the Company’s instructions, manufacturer instructions, safety information and System operating information.

5.2 The Customer shall ensure that physical access to control equipment and administrative access to software, credentials, configuration and recordings are restricted to appropriately authorised and competent persons.

5.3 The Customer shall not alter, move, repair, reconfigure or interfere with the System in a manner that could adversely affect its performance or safety.

The Company will not be liable for a failure or loss to the extent that it was caused or contributed to by unauthorised alteration, interference or repair.

5.4 The Customer shall report any known fault, defect, damage or abnormal operation to the Company as soon as reasonably practicable and shall take reasonable steps to prevent further damage.

5.5 The Customer is responsible for securely managing all passwords, access cards, fobs, mobile credentials, administrator accounts and user permissions after Handover unless this responsibility is expressly included within a separate managed service.

5.6 Where the System connects to the Customer’s network, internet connection, Wi-Fi, computer systems or cloud account, the Customer is responsible for the availability, security, configuration and maintenance of that infrastructure unless expressly included within the Quotation.

The Customer shall not knowingly expose System equipment directly to the public internet or disable security controls contrary to the Company’s or manufacturer’s instructions.

5.7 No security or entrance System can guarantee that crime, unauthorised access, damage, fire, equipment failure, entrapment, impact or a cyber incident will be prevented or detected in every circumstance.

The Customer remains responsible for maintaining appropriate physical security, insurance, operational procedures, traffic-management arrangements, cybersecurity and business-continuity arrangements.

5.8 Unless expressly included within a Maintenance Contract or managed service, the Customer is responsible for arranging ongoing maintenance, firmware and software updates, licence renewals, configuration backups and replacement of batteries and consumable items.

5.9 Where the Company retains remote support access with the Customer’s authority, that access will be used only for legitimate support, maintenance or administration purposes.

The Customer may request removal of the Company’s remote access, subject to any resulting limitation upon the Company’s ability to support the System.

5.10 The Customer shall ensure that powered pedestrian doors, automatic gates, traffic barriers and associated Safety Devices are regularly inspected, tested and maintained by a competent person at intervals appropriate to their use, environment, risk assessment, manufacturer’s instructions and applicable legal requirements.

5.11 Safety Devices must not be removed, bypassed, obstructed, covered, relocated, disabled or adjusted by the Customer or any third party unless the completed System is reassessed and confirmed as safe by a competent person.

5.12 The Customer shall immediately stop using and, where it is safe to do so, isolate any powered pedestrian door, automatic gate or barrier that:

appears unsafe;
has suffered impact, structural or mechanical damage;
moves unexpectedly;
repeatedly fails to stop, reverse or reopen as intended;
has a damaged or non-operational Safety Device;
produces unusual noise or movement; or
presents a foreseeable risk of impact, crushing, shearing, drawing-in, entrapment or falling.

The Customer shall report the matter to the Company as soon as reasonably practicable.

5.13 The Customer shall maintain clear access around Safety Devices, sensors, gate tracks, door thresholds, drainage channels and operating areas.

The Customer shall promptly remove leaves, snow, ice, standing water, dirt, stored goods, vehicles or other obstructions that may affect safe operation.

5.14 Children and other vulnerable persons must not be permitted to play on, climb upon or interfere with an automatic gate, barrier or powered pedestrian door.

The Customer is responsible for implementing appropriate supervision, segregation, signage and operating procedures at the premises.

5.15 Any alteration to a powered pedestrian door, automatic gate or barrier by the Customer or another contractor may affect its original risk assessment, safety measures and conformity documentation.

The Customer must arrange for the completed System to be reassessed by a competent person before it is returned to normal use.

5.16 Where the premises, traffic pattern, intended use, user group or surrounding environment materially changes after Handover, the Customer shall arrange for the risk assessment and safety arrangements to be reviewed.

5.17 The Customer shall retain the O&M information, risk assessments, test records, declarations and other safety documentation supplied at Handover and make them available to persons responsible for operating and maintaining the System.

6. PAYMENT

6.1 On the Customer’s acceptance of the Quotation, a deposit of 30% of the quoted price plus applicable VAT will be invoiced unless an alternative payment schedule is stated within the Quotation.

The Customer shall pay the deposit before the agreed start date.

The Company is not required to order equipment, reserve installation dates or commence work until cleared payment of the deposit has been received.

Payment Terms will be applicable in relation to each clients contract.

6.2 The Company’s engineers will request that the Customer or its authorised representative signs the Company’s Handover Form or digital job sheet confirming the status of the System, training provided, documentation supplied and any outstanding items.

The Customer must not unreasonably withhold or delay signature.

A failure to sign the Handover Form or digital job sheet will not prevent Handover where the System is substantially complete and available for its intended use.

6.3 The Customer shall not deduct retention, set off, contra-charge or withhold any amount unless expressly agreed in writing by the Company or permitted by law.

Where the Customer disputes part of an invoice in good faith, it must provide written details before the payment due date and shall pay the undisputed balance by the due date.

6.4 Title to identifiable equipment supplied by the Company will not pass to the Customer until the Company has received payment in full of all amounts due in respect of that equipment and the installation to which it relates.

Risk in equipment delivered to the Customer’s premises passes to the Customer when it is delivered into the Customer’s custody or installed, except to the extent that loss or damage is caused by the Company. Where the Customer is a consumer, risk will pass only in accordance with applicable consumer law.

The Customer shall keep unpaid and uninstalled equipment reasonably secure, identifiable and insured and shall not sell or dispose of it.

Nothing within this clause gives the Company a right to enter premises or remove installed equipment without the Customer’s permission or other lawful authority.

The Company acknowledges that equipment permanently incorporated into the building or land may become a fixture and may not be practically removable.

6.5 Subject always to any safety, legal or life-safety requirement, the Company may withhold final administrator credentials, non-essential documentation, additional training or other unperformed Handover services until amounts properly due have been paid.

The Company will not withhold information or controls reasonably required for safe emergency operation of the System, the Customer’s lawful control of personal data or the removal or securing of temporary installer access.

6.6 Where existing equipment, wiring, doors, gates, barriers, locks, networks, software or other infrastructure is to be incorporated into the System, the Quotation is based on the assumption that those items are in suitable working condition and are compatible with the proposed works.

Where this is not the case, any investigation, replacement, repair, rewiring, configuration or additional work required will be treated as a variation and charged on a labour, materials, travel and associated-cost basis.

6.7 Invoice payment terms are in relation to each clients contract and Purchase Orders.

For a Customer acting in the course of business, the Company reserves the right to charge statutory interest, fixed compensation and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 and any amendment or replacement legislation.

For a Customer acting as a consumer, the Company may recover interest and reasonable debt-recovery costs only to the extent permitted by applicable law.

6.8 Where an amount remains unpaid after its due date, the Company may, after giving reasonable written notice:

suspend ordering, installation, support or other Services;
postpone or cancel reserved installation dates;
require payment of overdue amounts before recommencing work; and
recover reasonable remobilisation, storage and other resulting costs.

6.9 If the Customer fails to pay an undisputed amount within seven days after receiving written notice requiring payment or commits another material breach that is not remedied within a reasonable period stated in the notice, the Company may terminate the Agreement by written notice.

6.10 The Customer will remain liable for all Services properly performed, equipment ordered, delivered or specially manufactured and other reasonable costs incurred up to suspension, cancellation or termination.

7. LIABILITY OF THE COMPANY

7.1 Nothing within this Agreement excludes or limits the Company’s liability for:

death or personal injury caused by the Company’s negligence;
fraud or fraudulent misrepresentation;
breach of any obligation that cannot lawfully be excluded or limited; or
any other liability to the extent that it cannot lawfully be excluded or limited.

7.2 Where the Customer deals with the Company as a consumer, nothing within these Terms and Conditions affects the Customer’s statutory rights or remedies, including rights under the Consumer Rights Act 2015.

7.3 The Customer acknowledges that the purpose of a security or entrance System is to reduce or manage identified risks.

The Company does not represent or warrant that the System cannot be neutralised, circumvented, damaged, compromised or otherwise rendered ineffective, or that it will prevent or detect every incident.

This clause does not exclude or restrict liability for loss directly caused by the Company’s failure to exercise reasonable skill and care or by another breach for which liability cannot lawfully be excluded.

7.4 Subject to Clauses 7.1 and 7.2, where the Customer is acting in the course of business, the Company will not be liable for:

loss of profit;
loss of revenue;
loss of business or opportunity;
loss of anticipated savings;
loss of goodwill or reputation; or
any indirect or consequential loss.

7.5 Subject to Clauses 7.1 and 7.2, and where the Customer is acting in the course of business, the Company will not be liable for loss or damage caused or contributed to by:

the Customer’s failure to operate, inspect or maintain the System correctly;
inaccurate or incomplete information supplied by the Customer;
a defect in existing equipment, structures or infrastructure not supplied by the Company;
a failure of electricity, telecommunications, internet, network, cloud or other third-party services;
a manufacturer or software provider discontinuing or materially changing a product or service;
unauthorised access, alteration or interference by the Customer or a third party;
the Customer’s failure to implement reasonable physical, operational, traffic-management or cybersecurity measures;
obstruction, damage, disabling or bypassing of a Safety Device; or
an event outside the Company’s reasonable control.

7.6 Subject to Clauses 7.1 and 7.2, and where the Customer is acting in the course of business, the Company’s aggregate liability arising out of or in connection with the Quotation, Agreement or Services, whether in contract, tort including negligence, breach of statutory duty or otherwise, shall not exceed 150% of the total charges paid or payable under the relevant Quotation, subject to an overall maximum of £100,000.

This general cap does not increase any liability that would otherwise be excluded or limited under these Terms.

7.7 Subject to Clauses 7.1 and 7.2, and where the Customer is acting in the course of business, the limitation in Clause 7.6 does not apply to direct physical damage to the Customer’s tangible property caused by the Company’s negligence.

Subject to Clause 7.1, the Company’s aggregate liability for such property damage shall not exceed £10,000,000 for any one event or series of connected events.

7.8 The Customer shall notify the Company in writing of a claim as soon as reasonably practicable after becoming aware of the circumstances giving rise to it and shall provide reasonable information and access to allow the Company to investigate and mitigate the matter.

Failure to notify the Company promptly will reduce the Company’s liability only to the extent that the delay materially prejudices its ability to investigate, remedy or mitigate the claim.

7.9 The Customer is responsible for arranging suitable insurance for the premises, property, business interruption, crime, cyber incidents and other risks relevant to its activities.

The Company is not an insurer and the charges under the Agreement are not calculated by reference to the value of the property or business intended to be protected.

8. TERMINATION AND CANCELLATION

8.1 Where the Customer is acting in the course of business, either party may cancel the order by giving written notice within 72 hours after the date of acceptance.

Where the Customer cancels under this clause, the Company will return any deposit within 30 days after deducting reasonable costs already incurred, including design work, administration, labour, supplier cancellation or restocking charges and equipment ordered or specially manufactured for the Customer.

Where the Company cancels under this clause other than because of the Customer’s breach, the Company will refund amounts paid for Services and equipment not supplied, subject to payment for any work or equipment already expressly authorised and provided.

The Company will provide a reasonable breakdown upon request.

8.2 Where a Customer acting in the course of business cancels outside the 72-hour period, the Customer shall pay:

for work properly carried out before cancellation;
for equipment and materials ordered, delivered or specially manufactured;
supplier cancellation or restocking charges;
reasonable design, administration, labour, travel, storage and demobilisation costs; and
other direct losses reasonably incurred as a result of cancellation, less costs reasonably saved by the Company.

The deposit will be applied against these amounts.

Any balance due to the Customer will be refunded and any balance due to the Company will be invoiced. A reasonable breakdown will be provided.

8.3 Where the Customer is a consumer and the Agreement is entered into at a distance or away from the Company’s business premises, the Customer may have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The Company will provide the Customer with the applicable consumer cancellation information and cancellation form where required.

Where the consumer expressly requests that Services commence during the cancellation period, the consumer must pay a proportionate amount for Services properly performed before cancellation and for any goods that the consumer is legally required to pay for.

Nothing within Clauses 8.1 or 8.2 restricts a consumer’s statutory cancellation rights.

8.4 Where equipment is made to the Customer’s specification or is clearly personalised, statutory cancellation rights relating to those goods may not apply, to the extent permitted by law.

This does not affect rights relating to faulty goods or defective Services.

8.5 The Company may terminate this Agreement by written notice if the Customer:

commits a material breach and, where that breach can be remedied, fails to remedy it within the reasonable period stated in a written notice;
fails to pay an undisputed amount after receiving the notice described in Clause 6.9;
becomes subject to an insolvency event; or
prevents the Company from performing the Services for a prolonged period.

Any right to terminate in connection with insolvency will apply only to the extent permitted by applicable insolvency law.

8.6 On termination or cancellation:

the Customer shall pay all amounts properly due for Services performed, equipment ordered or supplied and costs reasonably incurred;
the Company will return Customer property in its possession, subject to any lawful right of lien;
each party shall return or securely dispose of confidential information where reasonably required; and
clauses intended to continue after termination, including payment, confidentiality, data protection, intellectual property and liability provisions, shall remain in effect.

9. RISK, LOSS OR DAMAGE

9.1 Equipment delivered to the Customer’s premises and placed into the Customer’s custody shall be kept reasonably secure and protected against theft, malicious damage, fire, water, weather, structural defects and interference.

Risk will pass in accordance with Clause 6.4.

The Customer will not be responsible for loss or damage to the extent that it is caused by the negligence or breach of the Company, its employees or subcontractors.

9.2 The Customer shall maintain suitable insurance for the premises and, where appropriate, for equipment delivered to or installed at the premises.

9.3 Where the works are being performed as part of a larger construction project, the Customer shall notify the Company before work begins of any project-wide insurance, joint-names insurance or other contractual insurance arrangements that apply to the works.

9.4 The Company is responsible for taking reasonable care of its own tools, equipment and property.

The Customer will not be liable for damage to the Company’s property unless the damage was caused by the Customer or a person for whom the Customer is responsible.

10. FORCE MAJEURE

10.1 Neither party shall be liable for delay or failure to perform an obligation by a particular time where the delay or failure results from an event beyond that party’s reasonable control, except that this clause does not excuse an obligation to pay an amount that became due before the event occurred.

10.2 Such events may include fire, flood, storm, severe weather, epidemic or pandemic, war, terrorism, civil disorder, industrial action, interruption of utilities or transport, government action, import or export restriction, supplier failure, shortage of materials, failure of communications networks, cyberattack or breakdown of plant or equipment, provided that the affected party has taken reasonable steps appropriate to the circumstances to prevent or mitigate the effects of the event.

10.3 The affected party shall notify the other party as soon as reasonably practicable of a material force-majeure event and shall take reasonable steps to minimise its effect.

10.4 The time for performance of the affected obligation shall be extended for a reasonable period reflecting the delay caused by the force-majeure event.

10.5 The Customer shall remain liable for Services performed and equipment supplied, ordered or irreversibly committed before or during the force-majeure event.

10.6 Where a force-majeure event materially prevents performance for more than 60 consecutive days, either party may terminate the unperformed part of the Agreement by giving written notice.

10.7 On such termination, the Customer shall pay for Services performed, equipment supplied or ordered and reasonable unavoidable costs incurred up to the termination date.

11. DATA PROTECTION AND VIDEO SURVEILLANCE

11.1 Each party shall comply with the data-protection legislation applicable to its processing of personal data, including the UK General Data Protection Regulation, the Data Protection Act 2018 and the Data (Use and Access) Act 2025, insofar as applicable.

11.2 Unless otherwise agreed, the Customer determines the purpose and manner in which CCTV footage, access-control records, visitor records and other System data are used and will normally act as the data controller for that information.

11.3 The Customer is responsible for:

establishing a lawful basis and defined purpose for processing;
providing appropriate privacy information and signage;
determining suitable retention periods;
restricting and reviewing access to personal data;
dealing with requests from individuals and authorised third parties;
determining whether a data-protection impact assessment is required; and
ensuring that the System is used lawfully after Handover.

11.4 Where the Company processes personal data on behalf of the Customer through hosted services, remote support, monitoring or another managed service, the parties shall enter into suitable data-processing terms where required by law.

11.5 The Company may access System data only to the extent reasonably required to install, test, maintain, investigate or support the System and in accordance with the Customer’s lawful instructions and the Company’s data-protection obligations.

11.6 The Company will maintain a process through which individuals may raise complaints concerning the Company’s processing of personal data.

The Company will acknowledge a data-protection complaint within 30 days of receipt, take appropriate steps to investigate it without undue delay, keep the complainant appropriately informed and notify the complainant of the outcome.

12. SOFTWARE, NETWORKS AND THIRD-PARTY SERVICES

12.1 Software, cloud services, mobile applications, SIM services, licences and manufacturer services may be subject to separate third-party terms, charges and availability requirements.

12.2 Unless expressly stated otherwise, ongoing subscription, hosting, licence, data and telecommunications charges are not included beyond any initial period identified within the Quotation.

12.3 The Company is not responsible for a third-party provider changing, discontinuing or withdrawing a product or service but will use reasonable efforts to advise the Customer of known material changes affecting the System.

12.4 The Customer is responsible for accepting and complying with any applicable end-user licence terms.

12.5 The Company does not guarantee uninterrupted availability of internet, mobile, cloud, telecommunications or third-party services.

12.6 Where the Customer or its IT provider controls the network, the Customer is responsible for providing suitable IP addressing, VLANs, firewall rules, internet access, DNS, time synchronisation, bandwidth and other network requirements notified by the Company.

12.7 Unless included within a managed service, the Customer is responsible for maintaining supported operating systems, network security, endpoint protection, secure backups and suitable account-management procedures.

13. CONFIDENTIALITY AND SECURITY INFORMATION

13.1 Each party shall keep confidential any non-public commercial, technical or security-sensitive information received from the other party.

13.2 Security-sensitive information includes System drawings, device locations, access credentials, network details, safety arrangements, risk assessments, security procedures and vulnerabilities.

13.3 Confidential information may be disclosed:

to employees, professional advisers and subcontractors who reasonably need it and are subject to appropriate confidentiality obligations;
where required by law, a court or a competent authority; or
with the other party’s written consent.

13.4 The Customer shall securely retain and control all O&M information, drawings, passwords, codes, credentials, risk assessments and safety documentation provided at Handover.

14. INTELLECTUAL PROPERTY

14.1 All intellectual-property rights in the Company’s pre-existing designs, templates, methods, documents, software configurations and know-how remain the property of the Company or the applicable third-party owner.

14.2 Following payment in full, the Customer receives a non-exclusive licence to use project-specific drawings, manuals and configuration information supplied by the Company for operating, maintaining, repairing, managing or transferring ownership or occupation of the System and the premises for which it was supplied.

14.3 The Customer may disclose or provide copies of project-specific documents to its employees, professional advisers, insurers, property owners, managing agents, purchasers and competent replacement maintenance contractors where reasonably required for those purposes, subject to appropriate confidentiality and security controls. The Customer shall not otherwise reproduce, sell or use the Company’s designs or documents for another installation or commercial purpose without the Company’s written consent.

14.4 Ownership and licensing of manufacturer or third-party software will be governed by the applicable third-party licence terms.

15. NOTICES

15.1 A contractual notice under this Agreement shall be in writing and delivered by hand, prepaid first-class post or email to the address or email address stated within the Quotation or subsequently notified in writing.

15.2 A notice delivered by hand is deemed received when delivered.

A notice sent by first-class post is deemed received at 9.00am on the second Business Day after posting.

An email is deemed received when sent, provided that the sender does not receive an automated delivery-failure notification, except that an email sent outside Normal Working Hours will be deemed received at 9.00am on the next Business Day.

15.3 This clause does not apply to the formal service of legal proceedings.

16. COMPLAINTS AND DISPUTES

16.1 The Customer should initially raise any project concern with the appointed Project Manager.

16.2 If the matter is not resolved, the Customer may submit a formal written complaint to the Company, providing reasonable details and supporting information.

16.3 The parties shall use reasonable efforts to resolve a dispute through good-faith discussion before commencing court proceedings.

16.4 Where appropriate and agreed by both parties, the parties may attempt to resolve the dispute through mediation.

Nothing within this clause prevents either party from seeking urgent injunctive or other protective relief.

16.5 A complaint relating specifically to the processing of personal data will also be handled in accordance with Clause 11.6 and the Company’s applicable data-protection complaints procedure.

16.6 Where a consumer complaint remains unresolved, the Company will provide any information concerning an appropriate certified alternative dispute resolution body that is required by applicable law and will state whether the Company is prepared or required to use that procedure.

17. GOVERNING LAW AND JURISDICTION

17.1 This Agreement and any non-contractual dispute or claim arising from it shall be governed by the laws of England and Wales.

17.2 Where the Customer acts in the course of business, the courts of England and Wales shall have exclusive jurisdiction.

17.3 Where the Customer acts as a consumer, this clause does not restrict any mandatory right the Customer may have to bring proceedings within another part of the United Kingdom.