Terms of Service

About these terms

1. These terms form a legally binding agreement between you and [COMPANY_LEGAL_NAME] ([COMPANY_REG_NUMBER]), trading as [COMPANY_NAME], of [POSTAL_ADDRESS] ("we", "us", "our").
2. They apply when you browse [SITE_URL], request a quote, book a service, buy a product, or use our guides and support. By doing any of those things you confirm you accept these terms.
3. If we give you a written quote, work order or invoice, that document and these terms together make up our contract. Where they conflict, the quote or work order takes priority for the specific job it covers.
4. Nothing in these terms excludes or limits any right you have under applicable consumer protection law that cannot lawfully be excluded. If any clause here is inconsistent with those rights, your statutory rights prevail and the rest of these terms continue to apply.
5. If you don't accept these terms, please don't book work or place an order with us.

Definitions

Services

Any consultation, installation, configuration, mounting, cabling, network work, repair, support or training we carry out for you, on site or remotely.

Products

Any hardware, accessory or software licence supplied through our shop or as part of a job.

Premises

The property or unit where the Services are performed, as stated on your booking.

Quote

A written price we give you for a defined scope of work, valid for [QUOTE_VALIDITY].

Work order

Our written confirmation of the agreed scope, price, date and any special conditions.

Business hours

[HOURS], excluding public holidays in [PRIMARY_JURISDICTION].

You

The person or entity booking the Services or buying the Products, who must be the owner of the Premises or authorised by the owner.

Eligibility & your account

1. You must be at least [MINIMUM_AGE] years old and legally able to enter a contract to book Services or buy Products from us.
2. You must give accurate, current information when booking — particularly the service address, contact number and a description of the work. We're not responsible for delays or extra costs caused by information that turns out to be wrong or incomplete.
3. If you create an account on our site, keep your login details confidential and tell us promptly if you think someone else has used them. You're responsible for activity carried out under your account.
4. We may refuse or cancel a booking, order or account where we reasonably believe there has been fraud, abuse of our staff, an unsafe site, or a breach of these terms. Where we do, we'll refund anything you've paid for work not yet performed.

Services we provide

1. We supply and install home technology across three areas: entertainment (televisions, streaming and media devices, audio), automation (lighting, locks, thermostats, sensors, cameras, hubs and voice control) and network and security (Wi‑Fi design, wired points, device configuration and privacy hardening).
2. We'll perform the Services with reasonable care and skill, using suitably competent people, and within a reasonable time.
3. The scope of any job is what's written in your Quote or work order. Anything not listed there is out of scope, including work that turns out to need a licensed trade we haven't quoted for.
4. Where the work legally requires a licensed electrician, cabler or other regulated trade, it will be carried out or certified by an appropriately licensed person. We hold [LICENCE_DETAILS] and carry public liability insurance of [INSURANCE_COVER].
5. We may use vetted subcontractors for parts of a job. We remain responsible to you for work carried out on our behalf.
6. We don't guarantee that any particular product, platform or configuration will achieve a specific speed, coverage figure, picture quality or automation behaviour, because those depend on your building, your internet connection and third‑party services we don't control. We will tell you honestly what we expect to achieve before you commit.

Quotes, pricing & estimates

1. Advice by phone, email or photo is free. On‑site assessments for complex projects may carry a fee of [ASSESSMENT_FEE], which we credit against the job if you proceed.
2. Quotes are valid for [QUOTE_VALIDITY] and are based on the information available to us at the time. Prices are in [CURRENCY] and [TAX_STATEMENT].
3. Standard callouts start at [BASE_RATE]. Most common jobs are priced as a fixed fee so you know the figure before we start. Where work is charged by time, our rate is [HOURLY_RATE], billed in [BILLING_INCREMENT] increments after the first [MINIMUM_CHARGE].
4. Out‑of‑hours, weekend, public holiday or emergency attendance may attract a surcharge, which we'll tell you about before booking. Travel beyond [SERVICE_AREA] may attract a travel fee.
5. Variations. If we discover something during the job that changes the scope — hidden cabling, asbestos‑risk material, a wall that can't take the mount, a faulty existing device, or a request you add on the day — we'll stop, explain it, and give you a revised price. We won't do chargeable extra work without your approval.
6. Where a fixed price isn't possible we may give an estimate. An estimate is a good‑faith projection, not a fixed price, and the final amount may differ. We'll tell you as soon as we think it will exceed the estimate by more than [ESTIMATE_TOLERANCE].
7. Obvious pricing errors on the website or in a quote are not binding. If a price is clearly wrong, we'll contact you to confirm the correct price or cancel and refund the order.

Bookings & appointments

1. A booking is confirmed only when we send you written confirmation of the date and time slot. A request through the website or a phone conversation is not a confirmed booking on its own.
2. We book arrival windows rather than exact minutes, because job durations vary. We'll tell you the expected window and let you know if we're running late.
3. Time estimates for how long a job will take are indicative. Complex sites, unexpected faults and slow third‑party account recovery can extend them.
4. If we can't complete the job in the booked slot for reasons outside your control, we'll arrange a return visit at no additional labour cost for the outstanding in‑scope work.
5. Where a job depends on equipment arriving, we'll only book installation once stock is confirmed.

Access, permissions & site conditions

1. You must ensure that an adult aged [MINIMUM_AGE] or over is present at the Premises for the whole visit, unless we've agreed alternative access arrangements in writing.
2. You must give us safe, clear and unobstructed access to the areas we need — the TV wall, router location, meter box, roof space, cabling routes and any device we're working on. Please move fragile items and furniture in advance, or tell us at booking so we can allow time.
3. You confirm you have the right to authorise the work. If you rent, or the property is governed by a body corporate, strata scheme, owners' association or heritage rules, you are responsible for obtaining any landlord or scheme consent before we attend. We may ask to see it. If required consent isn't in place, we may decline to proceed and treat the visit as a no‑access visit under clause [11].
4. We may decline or stop work where the site is unsafe or unsuitable — for example live exposed wiring, water ingress, structural damage, suspected asbestos, pest infestation, aggressive animals, threatening behaviour, or a wall or surface that can't safely take a fixing. We'll explain why and, where possible, offer an alternative approach.
5. You must tell us in advance about anything relevant to safety or the method of work: solar or battery systems, alarm or sprinkler systems, underfloor heating, pipes or wiring in walls, recent renovations, or known hazardous materials. We check where we reasonably can, but we rely on what you tell us for what isn't visible.
6. Drilling, cutting and cable routing carry an inherent risk of minor cosmetic damage to plaster, paint, tile or masonry. We take care to minimise it and will make good minor marks where practical, but we don't undertake decorating, patching, painting or tiling unless separately quoted.
7. You're responsible for pets and children being kept clear of the work area, and for any items of exceptional value being secured before we arrive.

Your responsibilities

1. Have your Wi‑Fi password, router access and the logins for any relevant accounts available. Wherever possible you'll enter your own passwords, and everything we set up will be under accounts that belong to you.
2. Ensure you hold valid subscriptions or licences for any service you want configured. We can't activate or bypass a subscription you don't have.
3. Back up anything important on a device before we work on it. We'll take reasonable care, but configuration and firmware work can reset settings, and we can't be responsible for data you haven't backed up.
4. Provide a working power supply and, where relevant, a functioning internet connection. If the internet service itself is faulty or not yet activated, we may not be able to complete the job and clause [11] may apply.
5. Tell us promptly if something we installed stops working, rather than attempting a repair yourself, so the workmanship guarantee in clause [13] isn't affected.

Completion & handover

1. Before we leave, we'll demonstrate what we've installed, confirm it works, hand over any accounts and notes you need, and remove our packaging and offcuts.
2. A job is complete when the work described in the Quote or work order has been performed and demonstrated. Where you or your representative signs a completion note, that's your confirmation the work was demonstrated — it doesn't limit your rights if a defect appears later.
3. Please raise any concern about the standard or scope of the work within [SNAG_WINDOW] of completion so we can look at it while the context is fresh. This doesn't shorten your statutory rights or the guarantee in clause [13].
4. Any old equipment we remove will be left with you unless you ask us to dispose of or recycle it, which we'll do in line with local e‑waste rules and may charge for.

Payment terms

1. We accept [PAYMENT_METHODS]. Card payments are processed by [PAYMENT_PROCESSOR]; we never store your card details.
2. Service work is invoiced on completion and payable within [PAYMENT_TERMS]. Shop orders are payable in full at checkout.
3. Larger supply‑and‑install projects may require a deposit of [DEPOSIT_PERCENT] toward equipment before we order it. Deposits are itemised on the quote and are refundable only to the extent that equipment hasn't yet been ordered or is returnable to the supplier.
4. Late payments may attract interest at [LATE_INTEREST] and reasonable recovery costs. We may also decline further bookings while an invoice is overdue.
5. Title. Products supplied as part of a job remain our property until paid for in full. Risk in the Products passes to you on delivery or installation, whichever is earlier.
6. If you dispute part of an invoice, please pay the undisputed portion and tell us what's in question within [BILLING_DISPUTE_WINDOW] so we can resolve it.

Cancellation, rescheduling & no‑access

1. You can reschedule or cancel free of charge by giving us at least [CANCEL_WINDOW] notice before your slot.
2. Cancelling with less notice than that, or being unable to give us access when we arrive, may attract a callout fee of [CALLOUT_FEE], because the time was reserved for you and can't be resold at short notice.
3. Where equipment has already been ordered specifically for your job and can't be returned to the supplier, we may charge for that equipment even if you cancel.
4. If we need to cancel or move your appointment, we'll give you as much notice as we can and offer the earliest alternative slot. You won't be charged, and we'll refund any deposit if you'd rather not rebook.
5. You may end an ongoing project at any time by written notice. You'll be liable for work performed and non‑returnable equipment supplied up to that point, and we'll refund any balance.
6. Statutory cooling‑off. Where the law of [PRIMARY_JURISDICTION] gives you a right to cancel a contract made at a distance or off‑premises, that right applies in addition to this clause: [COOLING_OFF_STATEMENT]. Note that if you ask us to begin work within the cooling‑off period, you may be liable for the value of the work performed before you cancel.

Shop orders, delivery & returns

1. A product listing is an invitation to buy, not a binding offer. Your order is accepted when we send a dispatch confirmation, and that's when the contract for the Products is formed.
2. We describe and photograph Products as accurately as we can, but colours can render differently between screens and manufacturers occasionally change packaging or revisions without notice. Where a change is material we'll contact you before dispatch.
3. Stock is not guaranteed until dispatch. If an item becomes unavailable we'll offer an equivalent alternative or a full refund.
4. Orders are dispatched within [DISPATCH_TIME] and delivery usually takes [DELIVERY_TIME] within [SERVICE_AREA]. Delivery estimates are indicative and not guaranteed dates. Shipping costs are shown at checkout.
5. Please inspect deliveries on arrival. Report visible transit damage or a missing item within [DAMAGE_REPORT_WINDOW] with photographs so we can claim against the courier.
6. Change‑of‑mind returns. Unopened, unused Products in their original packaging may be returned within [RETURN_WINDOW] for a refund or exchange. Return shipping is your cost unless the item was faulty or wrongly supplied, and a restocking fee of [RESTOCK_FEE] may apply to opened items we can still resell.
7. Some items can't be returned for change of mind once opened, including software licences, activated subscriptions, digital codes, and custom‑cut or special‑order items. This doesn't affect your rights if an item is faulty.
8. Faulty Products. If a Product is faulty, not as described, or unfit for its purpose, you're entitled to a remedy under consumer law — repair, replacement or refund depending on the severity of the problem. Contact us and we'll assess it and manage the manufacturer claim with you rather than sending you away to do it alone.
9. Full detail, including how to start a return, is in our shipping & returns policy, which forms part of these terms.

Our workmanship guarantee

1. We guarantee our labour for [WORKMANSHIP_WARRANTY] from the date of completion. If something we installed or configured stops working the way we left it, tell us and we'll put it right at no charge for labour.
2. The guarantee covers our installation and configuration work: mounting and fixings, cabling we ran, and the settings we applied.
3. It doesn't cover hardware failure (that's the manufacturer's warranty), accidental damage, misuse, power surges, water damage, pest damage, changes made by you or another party, firmware or app updates pushed by a manufacturer that alter behaviour, changes to your internet service, or a third‑party platform discontinuing a feature.
4. To claim, contact us with a description of the fault and, if possible, a photo or short video. We'll usually try remote diagnosis first because it's faster, then attend if needed.
5. This guarantee is in addition to, and does not replace, your rights under consumer law.

Third‑party products & platforms

1. Hardware and software we supply or configure is made by third parties — for example Apple, Google, Amazon, Samsung, NVIDIA, Formuler and various camera, lock and lighting vendors. Their own warranties, licences and privacy policies govern those products, and using them means accepting their terms.
2. We're not the manufacturer and we don't control their roadmaps. A vendor may change an app, alter a feature, require a new subscription, or discontinue cloud support for a device. Where that happens we'll help you find the best available workaround, but it isn't a defect in our work and isn't covered by clause [13].
3. Smart home and streaming devices depend on your internet connection and on third‑party servers. Outages, throttling, provider maintenance and regional restrictions are outside our control.
4. Some links on our site are retailer or affiliate links, and we may earn a commission if you buy through them. It doesn't change the price you pay, and it never determines what we recommend.

Self‑install guides & DIY work

1. Our self‑install guides and articles are general information, written for typical situations. They aren't tailored advice for your specific property, wiring or equipment.
2. If you follow a guide, you do so at your own risk and remain responsible for working safely, complying with local building and electrical rules, and for the results.
3. Do not attempt work on fixed electrical wiring, switchboards, gas, roofing or structural elements yourself. In most places that work is legally restricted to licensed trades, and doing it yourself can void your home insurance as well as being dangerous.
4. Following our guide doesn't create a service contract or extend the guarantee in clause [13] to your own work.
5. If you get stuck partway, contact us — we'll either talk you through it or attend and complete it as a chargeable Service.

Content, subscriptions & lawful use

1. We configure devices and applications so they work properly. We don't supply, resell, host or endorse any television, film, sport or music content, and we don't provide subscriptions to content services.
2. We only set up applications and services that you are lawfully entitled to use, using your own valid accounts and subscriptions. You confirm that any service you ask us to configure is one you're licensed to access.
3. We won't circumvent digital rights management, geographic restrictions, subscription controls or device security, and we won't install or assist with any application whose purpose is unauthorised access to paid content.
4. If you ask us to do something we believe is unlawful or breaches a third party's terms, we'll decline and may end the booking. Any time spent up to that point remains chargeable.
5. You're responsible for how systems we install are used afterwards — including positioning cameras and doorbells so they comply with local surveillance and privacy rules, and informing household members and visitors where recording occurs.

Acceptable use of the website

1. You may use [SITE_URL] for lawful personal purposes: browsing, buying, reading guides and contacting us.
2. You must not attempt to gain unauthorised access to the site or its systems, introduce malicious code, scrape or harvest data at scale, place fraudulent orders, submit false enquiries, or interfere with the site's operation or with other users.
3. We aim to keep the site available but don't guarantee uninterrupted access. We may suspend, withdraw or change any part of it, including a product listing or guide, without notice.
4. We may suspend or block access where we reasonably believe these terms have been breached.

Intellectual property

1. The site's design, text, photographs, guides, diagrams, logos and branding are owned by us or our licensors and protected by copyright and trade mark law.
2. You may view, download and print pages for your own personal, non‑commercial use. You must not republish, resell, systematically copy or use our content commercially without written permission.
3. Where we produce a design, network plan or configuration document for you, you get a licence to use it for your own property. We retain copyright in the underlying document and methods.
4. Third‑party brand names and marks belong to their owners and are used for identification only. Their use doesn't imply endorsement or an official partnership unless we state one.

Content you send us

1. When you send us photos, videos, measurements or a written description so we can quote or diagnose, you confirm you have the right to share them.
2. You grant us a limited licence to use that material for the purpose of quoting, performing and documenting the work, and for any later warranty question.
3. We won't use photographs of your property, or a review naming you, in marketing without your separate written permission.
4. If you post a review or comment, keep it lawful and free of anything defamatory, misleading or infringing. We may remove content that isn't, and we won't remove a genuine negative review just because it's unflattering.

Privacy & data

1. How we handle personal information is set out in our Privacy Policy, which forms part of these terms.
2. In short: we collect the minimum needed to quote, deliver and support your job, we don't sell your data, we configure your devices under your own accounts, and we don't retain your passwords or view your camera recordings after a job is finished.
3. Cookies and analytics are explained in our Cookie Policy.

Limits on our liability

1. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for any breach of your non‑excludable rights under consumer law, or for anything else that can't lawfully be limited.
2. Subject to clause [21].1, we're not liable for loss of profit, loss of business or contracts, loss of anticipated savings, loss of data, loss of goodwill, or any indirect or consequential loss.
3. Subject to clause [21].1, our total liability arising out of or in connection with any one job or order — whether in contract, tort (including negligence), breach of statutory duty or otherwise — is limited to the greater of the amount you paid us for that job or order, or [LIABILITY_CAP].
4. We're not liable for pre‑existing faults or damage, including plaster or masonry that fails under a correctly rated fixing, wiring or plumbing not visible and not disclosed to us, or the eventual failure of equipment we didn't supply.
5. We're not liable for loss caused by your internet provider, a manufacturer's cloud service, a power outage, a third‑party app change, or your own subsequent changes to a system we set up.
6. We're not liable for data you did not back up before we worked on a device, as required by clause [8].3.
7. These limits apply to the maximum extent permitted by law and are reflected in our pricing. If you need cover beyond them, tell us before we start and we'll discuss whether it can be arranged.

Your indemnity

1. You agree to indemnify us against reasonable losses, claims and costs we incur as a direct result of you breaching these terms, in particular: authorising work you had no right to authorise, failing to disclose a known hazard at the Premises, or asking us to configure a service you weren't licensed to use.
2. This indemnity doesn't apply to the extent the loss was caused by our own negligence or breach, and it doesn't apply where you're a consumer and the law of [PRIMARY_JURISDICTION] restricts such an indemnity.

Events outside our control

1. Neither party is liable for failing to perform where the cause is beyond reasonable control — severe weather, flood or fire, natural disaster, epidemic, war or civil unrest, industrial action, utility or telecommunications failure, government restriction, courier failure, or a supply chain shortage.
2. If such an event affects your booking, we'll contact you as soon as we can and agree a new date. If the delay exceeds [FORCE_MAJEURE_PERIOD], either of us may cancel the affected work and we'll refund anything paid for work not performed.

Complaints & disputes

1. Tell us first. Email [SUPPORT_EMAIL] or call [PHONE_DISPLAY] with what happened and what outcome you'd like. We acknowledge complaints within [COMPLAINT_ACK] and aim to resolve them within [COMPLAINT_RESOLVE].
2. If we got it wrong, we'll fix it. Most disputes come from a misunderstanding about scope, and a conversation resolves them faster than anything formal.
3. If we can't reach agreement, both parties agree to consider mediation or the dispute resolution scheme available in [PRIMARY_JURISDICTION] — [DISPUTE_BODY] — before starting court proceedings. Nothing in this clause prevents either party from going to court, or from seeking urgent relief.
4. Consumers retain the right to bring proceedings in the courts of their place of residence where the law provides for it.

Changes to these terms

1. We may update these terms to reflect changes in our services, our suppliers or the law. The version number and date at the top always show the current version.
2. The terms that apply to your job or order are the ones in force on the date we confirmed it. We won't apply a later change retrospectively to work already agreed.
3. For significant changes we'll give prominent notice on the website. Continuing to use the site or placing a new order after a change means you accept the updated terms.
4. Previous versions are available on request from [SUPPORT_EMAIL].

General clauses

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Questions about these terms, a quote, an order or a complaint all go to the same place, and a real person reads them.

Related documents: Privacy Policy, Cookie Policy, Shipping & Returns, Accessibility Statement, FAQ.