Terms & Conditions

These are the terms and conditions ("Terms") on which we supply goods and services to you, whether you are a business customer or a consumer. Please read these Terms carefully before confirming any order or accepting any quotation. We reserve the right to update these Terms without notice, but any changes will not apply to existing accepted orders.

As we supply to businesses as well as consumers, business customers do not have all the same rights as consumers — for example, business customers cannot cancel orders. Where a term applies just to businesses or just to consumers, this is clearly stated.

Part 1 — General

1. About Us

1.1 We are Shield Fire & Security U.K Ltd, a company registered in England and Wales. Our company registration number is 10671658.

1.2 You can contact us by telephone on 07921228834 or by writing to us at info@shieldfireandsecurity.co.uk.

1.3 If we have to contact you, we will do so by telephone or by writing to you at the email or postal address you provided in your enquiry or order.

2. Definitions

2.1 In these Terms, unless the context otherwise requires:

a) "Company", "Shield", "we", "us", "our" means Shield Fire & Security U.K Ltd.

b) "Customer", "you", "your" means the person, company, organisation, or other entity purchasing goods and/or services from us.

c) "Goods" means any goods, products, equipment, hardware, materials, apparatus, fixtures, fittings, or other items supplied by us.

d) "Services" means any services supplied by us including, without limitation, installation, maintenance, support, consultancy, design input, testing, repair, and related services.

e) "Contract" means the contract between you and us for the supply of Goods and/or Services formed in accordance with these Terms.

f) "Quotation" means any quotation, estimate, proposal, or pricing document issued by us.

g) "Site" means the property or premises where the Goods are to be delivered or the Services are to be carried out.

h) "Business Customer" means a Customer acting wholly or mainly for the purposes of a trade, business, craft, or profession.

i) "Consumer" means a Customer acting for purposes wholly or mainly outside that person's trade, business, craft, or profession.

3. Formation of Contract

3.1 These Terms apply to the supply of all Goods and Services by us to you.

3.2 No order received from you shall be binding on us until expressly confirmed by us in writing or until we commence performance of the order, whichever occurs first. Sometimes we reject orders — for example because a product is unexpectedly out of stock, because you are located outside our service area, or because a credit reference is unsatisfactory. When this happens, we will let you know as soon as possible.

3.3 Quotations are normally valid for 30 days from the date of issue unless otherwise stated.

3.4 Where installation Services are required, all Quotations are subject to survey and may be amended if we consider this appropriate based on matters identified by the survey. If we need to amend the specification or price, we will inform you first and give you the option to accept the variation or cancel without penalty.

3.5 Each party agrees that Contracts may be signed electronically and that any electronic signature shall be as legally binding as a manuscript signature.

Part 2 — Variations, Pricing, Deposits, and Payment

4. Variations

4.1 All extras and variations requested by you must be agreed by us in writing prior to commencement of the works.

4.2 Any variations made without prior written consent will be charged on a time and materials basis at our standard rates.

4.3 Where site conditions, access arrangements, existing installations, hidden services, or other underlying assumptions differ materially from those assumed in our Quotation, we reserve the right to revise the scope and associated costs accordingly.

4.4 Any additional work not covered in the accepted order is at our discretion and, if agreed, will be subject to additional charges discussed and agreed with you before proceeding.

5. Prices

5.1 Quotations assume continuous and unhindered access to the Site and standard working hours between 08:00 and 17:00 Monday to Friday.

5.2 Any interruption or delay caused by your failure to ensure suitable access or a clear working area will incur additional costs at our standard rates.

5.3 Any work requested outside standard working hours is at our discretion and may attract out-of-hours rates, which we will agree with you before proceeding.

5.4 All quotations are valid for 30 days from the date of issue unless otherwise stated.

5.5 All prices are subject to VAT at the applicable rate at the time of delivery or completion.

5.6 Unless expressly stated otherwise in writing, our prices do not include third-party telecom charges, internet service charges, SIM charges, cloud subscriptions, monitoring charges, software licences, or any other recurring third-party service fees.

6. Deposits

6.1 Before commencing any installation or ordering configured or made-to-order products, we may require a deposit. This will be confirmed before we accept your order.

6.2 Deposits are non-refundable except where required by consumer statutory cancellation rights or otherwise by law.

7. Payment

7.1 Unless agreed in writing, payment of the full balance is due on completion of the Services or delivery of Goods, as applicable.

7.2 Invoices are to be paid within 14 days from the date of invoice by BACS to the details provided on our invoices.

7.3 If you have not paid within 14 days of the due date, we may charge: (a) a 15% administration fee to compensate us for additional costs incurred; and/or (b) interest at 8% per annum above the Bank of England base rate from time to time.

7.4 Where you are a Business Customer, we reserve the right to charge statutory interest, compensation, and reasonable debt recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

7.5 If we pass your matter to a debt collection agent, you will be responsible for any additional costs incurred as a result.

7.6 Certification of completion of works will only be provided upon full payment of all outstanding invoices.

7.7 We reserve the right to suspend delivery, installation, maintenance, support, release of codes or keys, or any further performance of the Contract if any sum due to us is overdue.

7.8 Shield Fire & Security U.K Ltd does not accept any form of retention on any project.

Part 3 — Cancellation

8. Cancellation

8.1 If you are a Consumer, you have certain statutory cancellation rights — please see clause 9 below.

8.2 If you are a Business Customer, our acceptance of any cancellation request is entirely at our discretion and may incur restocking charges and compensation for loss of business.

8.3 Once we have accepted your order, you may not cancel where it relates to the supply and/or installation of any configured, made-to-order, or clearly personalised products, or Services that have already been completed, subject always to mandatory statutory rights.

8.4 Where you are a Business Customer and we agree to cancellation, you shall pay all costs, losses, and expenses reasonably incurred by us up to the date of cancellation, including labour, survey time, administration, materials ordered, and reasonable loss of profit.

9. Consumer Statutory Cancellation Rights (not applicable to Business Customers)

9.1 If what you have bought is faulty, misdescribed, or not fit for purpose, you may have a legal right under the Consumer Rights Act 2015 to end the Contract, get the product repaired or replaced, or get some or all of your money back.

9.2 If you have simply changed your mind, you may be able under the Consumer Contracts Regulations 2013 to get a refund if you are within the 14-day cooling-off period, subject to the limitations in clause 8.3 and deductions for costs incurred.

9.3 For orders for Services, the 14-day period runs from the day after we confirm acceptance of your order. If you instruct us to commence Services within the 14-day period and then cancel after we have started, you must pay for the proportion of Services already provided.

9.4 To cancel, please contact us by telephone or in writing using the details in clause 1.2, providing your name, address, order details, and contact information.

Part 4 — Delivery, Access, Risk, and Title

10. Delivery and Access

10.1 In the case of an installation, we will bring the Goods with us when we come to start work.

10.2 If you do not allow us access to your property as arranged without good reason, we may charge additional costs incurred as a result. If we are unable to contact you or re-arrange access, we may end the Contract and seek compensation for our costs and losses.

10.3 Where Goods are delivered to Site in advance of installation, they shall be stored at your risk. You shall ensure appropriate security, protection, and insurance are maintained.

11. Risk and Title

11.1 Goods will be your responsibility from the time we deliver them to your address or installation site.

11.2 You own the Goods once we have received payment in full.

11.3 You are responsible for ensuring that the Site and any Goods left there during an installation are appropriately insured for the duration of the works.

11.4 We accept no responsibility for the failure of any security equipment properly installed by us and in working condition at the end of installation, except to the extent that such failure is caused directly by our negligence or breach of Contract.

Part 5 — Warranty and Customer Responsibilities

12. Warranty

12.1 If you are a Consumer, we will honour our legal duty to provide products that are as described and of satisfactory quality.

12.2 If you are a Business Customer, we warrant that on delivery any Goods will conform with their description, be free from material defects in design, material, and workmanship, and be fit for any purpose held out by us. This warranty does not apply if you make further use of a product after reporting it as non-compliant, if the defect arises from failure to follow our instructions, or if you alter or repair the product without our written consent.

12.3 If any Goods delivered are faulty or damaged on receipt, please contact us within 7 days. We will normally exchange faulty products or provide a full refund, subject to inspection of the returned items.

12.4 All hardware products are subject to the manufacturer's UK warranty where applicable. This does not apply in respect of physical damage or failure due to fire, storm, accident, misuse, or neglect. It is the customer's responsibility to insure all equipment against fire and other insurable damage.

12.5 All installations carry a 12-month warranty covering poor workmanship and installation defects caused by us. This warranty does not extend to items not originally installed by us.

12.6 No warranty applies to failures arising from misuse, neglect, accidental damage, tampering, third-party interference, internet or network failures, power failures, environmental conditions, fair wear and tear, building alterations, or failure to maintain or service the equipment appropriately.

13. Customer Responsibilities

13.1 You are responsible for ensuring that:

a) suitable access is available to enable us to perform the Services;

b) the Site is safe and complies with all relevant health and safety laws;

c) all necessary permissions, consents, approvals, and licences (including landlord consents and planning approvals) have been obtained before we commence works;

d) we are made aware in advance of any hazards or special site requirements, including but not limited to asbestos, structural issues, or restricted working conditions.

13.2 We shall not be liable for any delay, additional costs, or failure to perform where you have not complied with clause 13.1.

13.3 You shall ensure that the building structure, internet service, network infrastructure, communication services, and any client-supplied equipment required for the operation of any system installed by us are maintained in suitable working condition. We shall not be liable for system malfunction caused by deficiencies in any such infrastructure.

13.4 We shall not be liable for damage to hidden pipes, cables, ducts, asbestos, structural elements, or other concealed services unless their existence and location were clearly disclosed to us prior to commencement.

Part 6 — Fire, Intruder, CCTV, and Security Systems

14. Maintenance

14.1 Regular maintenance of any installed fire detection and alarm system by competent persons is mandatory under applicable fire safety law. We recommend two service visits per year.

14.2 Unless otherwise expressly stated, ongoing service visits and maintenance are not included under these Terms. We recommend a separate annual maintenance agreement, under which additional charges for parts, labour, and call-outs will apply.

14.3 Emergency services may be available on a 24/48-hour basis subject to prior agreement and availability.

14.4 We reserve the right to increase the annual maintenance charge on not less than 90 days' notice to reflect increases in our costs and outgoings.

15. Customer Obligations for Alarm Systems

15.1 Where fire or intruder alarm systems form part of the Contract, you must:

a) at your own expense obtain all necessary wayleaves, permits, or approvals;

b) provide and pay for the electricity supply to the installation and operate it with reasonable care;

c) give us 14 days' written notice before making any change of address or business name;

d) notify us of any proposed alterations to the premises or modifications affecting the alarm system sufficiently in advance for us to advise on any changes required;

e) pay for any work required due to fire, storm, tempest, dampness, accident, misuse, or neglect of the alarm system;

f) provide all necessary access to enable us to perform our duties.

15.2 Alarm equipment becomes the property of the customer upon payment in full for the installation.

15.3 Final payment for the installation is due immediately the system has been installed. We shall not be obliged to provide codes or keys until we have received payment in full in cleared funds.

16. Remote Access

16.1 Shield Fire & Security U.K Ltd may retain remote access to intruder, CCTV, and access control systems installed or maintained by us unless you explicitly request otherwise in writing. Withdrawing this access may increase the cost of servicing.

16.2 If you require us to share access with a third party at any time, written notice from you will be required before any QR codes, passwords, or access credentials are shared.

17. System Limitations

17.1 Any fire detection system, intruder alarm, CCTV, access control, or other security equipment supplied by us is intended solely to reduce certain risks and to provide a deterrent or warning mechanism. Such systems do not guarantee the prevention, detection, or elimination of all incidents including fire, burglary, theft, intrusion, vandalism, unauthorised access, personal injury, or property damage.

17.2 Systems may be affected by factors beyond our control including power failures, internet or network outages, communication failures, equipment tampering, signal interference, environmental conditions, acts of third parties, cloud service outages, or building alterations.

17.3 We shall not be liable for any loss, damage, injury, cost, or expense arising from any such incident whether or not the system was functioning correctly at the time, save only to the extent that liability cannot lawfully be excluded.

17.4 The charges payable under the Contract are based solely on the cost of Goods and Services supplied and do not reflect the potential value of your property or losses that may occur in the event of fire, theft, or other incidents. We shall not be treated as an insurer or guarantor of your property or personal safety.

17.5 Unless you have a separate maintenance agreement with us, you are responsible for routine testing, replacing batteries, maintaining adequate power supply and internet services, and notifying us promptly of any fault or malfunction.

Part 7 — Liability, Insurance, and Indemnity

18. Limitation of Liability

18.1 Nothing in these Terms shall limit or exclude our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any matter in respect of which it would be unlawful to exclude or restrict liability.

18.2 Subject to clause 18.1, our total liability to you for all losses arising under or in connection with the Contract shall not exceed the price paid or payable by you for the Goods and/or Services in respect of which the liability arises.

18.3 We shall not be liable for any loss of profit, loss of business, loss of goodwill, loss of anticipated savings, indirect or consequential loss or damage, or liquidated damages, unless expressly agreed by us in writing.

19. Insurance

19.1 You shall maintain adequate insurance in respect of your premises, property, stock, contents, and business operations in connection with the Goods and Services supplied by us.

19.2 You agree that we are not an insurer or guarantor of your property, premises, business operations, or personal safety.

20. Customer Indemnity

20.1 You shall indemnify and hold us harmless against any claims, losses, liabilities, and expenses arising from: (a) misuse of the Goods or systems supplied; (b) failure to maintain, test, or service the system; (c) modification of the installation by third parties; or (d) breach of applicable laws or regulations by you; except to the extent caused by our negligence or other liability which cannot lawfully be excluded.

Part 8 — Intellectual Property and Data

21. Intellectual Property

21.1 All designs, drawings, plans, specifications, reports, documentation, and other materials prepared or supplied by us shall remain our property. You shall not copy, reproduce, modify, or distribute such materials for any purpose other than receiving the Goods and/or Services without our prior written consent.

21.2 All content on this website, including text, images, logos, and design, is the intellectual property of Shield Fire & Security U.K Ltd or its licensors. You may not reproduce or use any website content without prior written permission.

22. Data Protection and Technology

22.1 We will process any personal data collected from you in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.

22.2 Many modern systems rely on internet connectivity, cloud services, mobile applications, and third-party platforms. We shall not be liable for any failure, interruption, or reduced performance caused by internet outages, telecom failures, cloud service outages, software updates, manufacturer service interruptions, or deficiencies in client-side network infrastructure.

22.3 Certain products may require software licences, subscriptions, SIM services, or cloud services to function fully. Unless expressly included in our Quotation, all such costs and renewals shall be payable by you.

Part 9 — Legal Terms

23. Entire Agreement

23.1 If you are a Business Customer, these Terms together with any Quotation or order confirmation constitute the entire agreement between the parties and supersede all previous agreements and representations.

23.2 If you are a Consumer, these Terms form the basis of the legal Contract but do not limit or exclude your statutory consumer rights.

24. Use of Images for Marketing

24.1 You consent to the use of photographs and video recordings of your installation for promotional purposes including publication on our website and social media, provided that no identifiable person is shown.

24.2 If you do not wish us to use such photographs or recordings, please notify us in writing before commencement of works.

25. Force Majeure

25.1 Delivery and installation dates are approximate only. We are not responsible for delays outside our control. If supply is delayed by an event outside our control, we will contact you as soon as possible and take steps to minimise the effect of the delay.

25.2 If the period of delay continues for more than 8 weeks, either party may terminate the Contract by giving 14 days' written notice to the other.

26. Dispute Resolution

26.1 In the event of a dispute, mediation is our preferred method of resolution. We will endeavour in good faith to resolve any dispute by mediation before resorting to legal proceedings.

27. Severability

27.1 If any provision of these Terms is or becomes invalid or unenforceable, it shall be deemed deleted but shall not affect the validity or enforceability of the remainder of these Terms.

28. Governing Law

28.1 These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

29. Errors and Omissions

29.1 All quotations, estimates, specifications, invoices, and other documents issued by us are subject to correction of clerical, typographical, or computational errors without liability, provided the correction does not materially alter the nature of the Goods and/or Services.

29.2 Where any error or omission materially affects the price, specification, or scope, we shall notify you before commencing and you will have the option to accept the corrected terms or cancel the affected order without penalty.

Exclusions — Works Not Included

The following items are not included within the scope of any Contract unless expressly stated otherwise in writing:

• Clearing or moving of furniture or items blocking access to work areas
• Building works such as creating holes larger than 50mm diameter or creating support structures, except minor works required as part of the installation
• Re-decoration, final making good, re-plastering, or repainting
• Removal from site and disposal of rubble, fittings, wiring, materials, general waste, or packaging
• Structural calculations, asbestos surveys, landlord approvals, wayleaves, or specialist third-party certification
• Internet service provision, telecom service provision, cloud subscriptions, or software licences, unless expressly included in the Quotation
• Any goods or services not expressly set out in the relevant Quotation

Contact

If you have any questions about these Terms, please contact us by telephone on 07921228834 or by email at info@shieldfireandsecurity.co.uk.