1. DEFINITIONS
“THE COMPANY” is MerFen Security Ltd, being the organisation with limited responsibility for the design, installation, maintenance and/or monitoring of the installation which is the subject of this Contract, sometimes referred to as “our” or “we” in these Terms and Conditions.
“THE CUSTOMER” is the person or organisation being a signatory to this Contract, sometimes referred to as “you” or “your” in these Terms and Conditions.
“THE PREMISES” are the Premises set out in our maintenance/service contract. “THE INSTALLATION” is the installed system defined in the Specification.
“INSTALLATION STANDARD” is the standard to which the equipment is to be installed and/or maintained, together with any other formal requirements stipulated as a condition of the regulatory body by which the Company is approved.
“CONTRACT” means the Quotation, Specification, Maintenance and Acceptance together with these Terms and Conditions.
“SPECIFICATION” means the design specification which defines the level of protection, surveillance or access afforded by the security Installation. It is an integral part of this Contract.
“QUOTATION” means the proposed price for the equipment, its installation and/or maintenance and monitoring as itemised in this Contract.
“HANDOVER/TAKEOVER DATE” means the date on which service or maintenance will commence from by the installer.
“PREVENTATIVE MAINTENANCE” means the routine inspection of the Installation to verify that it continues to function in accordance with its Specification and to identify and rectify any items found faulty, worn or in need of scheduled replacement normally carried out on an annual or bi-annual basis.
“CORRECTIVE MAINTENANCE” means the investigation and repair of faults reported by the Customer, including false alarms from security systems.
“DESIGN RESPONSIBILITY” means the person or company who designed the original security system and includes any necessary criteria which the performance of the system must meet. Drawings, layouts and current or proposed security coverage of customer’s premises are the responsibility of the system designer.
“REMOTE SERVICE DESK” means a remote service facility where a technical operator within the employment of The Company can connect to equipment at the customer’s premises for the purposes of remote fault diagnostics or remote programming.
“THIRD PARTY” means anyone other than the company or the customer as defined.
2. GENERAL
Installation/alterations of Security Systems Terms and conditions
Acceptance of any installation contract offered by the company to the customer for a new and/or part replacement of a security system is subject to these Terms and Conditions along with any other requirements defined within the Specification. For the purposes of interpretation, where the requirements of the Specification conflict with any clauses of these Terms and Conditions, conditions of these terms and conditions including any system requirements shall take precedence. All other terms and conditions not contained in or implied by the Contract are excluded. Nothing in these Terms and Conditions, stated or implied, shall detract from the Customer’s statutory rights.
3. COSTS
i) The quoted costs may be revised if:
a) you want the work carried out more urgently than agreed, or
b) you change the specification, or
c) your premises are in some way unsuitable for the equipment and this was not apparent from our original survey, or
d) there are circumstances about which we should have been made aware, or
e) there are any other special circumstances we were not aware of when supplying our original quotation.
ii) The company, at its discretion, may request a deposit of up to 50% of the full cost of the project prior to any remote work or work on site being started.
iii) All telephone line installation, rental and call charges are the responsibility of the Customer.
iv) If you are late in paying us, we may charge you interest at the rate of 4% per year over the base rate of Barclays Bank plc from the due date until the date we receive payment. You agree to take reasonable care and insure the Equipment on our behalf until you have paid for it in full.
v) If our labour or material costs increase after twelve months, we may give you two months’ notice of any increase in our annual maintenance charges.
vi) Installation work is normally carried out during usual working hours of 7.00am to 5.00pm Monday to Friday except statutory holidays. Requests made by the Customer to install outside these hours may incur additional charges. See 3(i) above.
vii) Unless otherwise agreed in writing, the Quotation does not include additional work such as redecoration, carpet laying or building work, although we will take all reasonable care of your premises. Additional charges may be made if our engineers are not provided with access to doors, shutters, windows or any other areas where cables and equipment needs to be maintained, inspected or replaced.
viii) Any equipment forming part of the installation which is not sold to the Customer, such as signalling equipment or firmware, shall remain the property of the Company and will be maintained and/or replaced at the Company’s expense unless such failure was attributed to any of the causes given in 7 (i). Any equipment which remains the property of the Company shall be defined in the system Specification in section 116 of our maintenance/service contract. We reserve the right to recover such equipment on termination of the maintenance contract or if it is not paid for in full.
4. COMPANY’S OBLIGATIONS
i) We agree to install a new security system or partial new upgrade of an existing security system in accordance with our specification and quotation.
ii)All CCTV systems are designed and installed in accordance with the UK Government’s ‘Police Requirements for CCTV Systems’ guidance. Video retention is typically set to 30 days, unless otherwise agreed, ensuring footage is available for evidential purposes while remaining compliant with UK GDPR and Data Protection legislation.”
iii) If we issue new certification after an installation visit, this shall last for a maximum period of that stated in the expiry date field. Where Certificate of Conformities is issued the certificate shall remain the property of the company until the contract has been paid for in full.
iv) We agree that, if any of the Equipment or our workmanship is faulty in the first twelve months, it will be repaired or replaced at our expense, including call-out, provided you let us know as soon as the fault occurs.
v) We agree to carry out remote repairs or diagnostics from our remote service desk to the clients equipment where the facility exists and our scope of cover permits. The installation must be fully compatible with our remote service desk and must be no older than 3 (Three) years of age.
vi) We agree to take all reasonable measures to protect the customer from a cyber or internet based security attack. The company cannot guarantee that any such attack would not be successful.
vii) We agree to carry out the installation at the customers premises in normal business working hours, from 7.00am-17.00hrs Mon-Fri excluding bank holidays. (unless otherwise agreed In writing)
5. CUSTOMER’S OBLIGATIONS
a) You agree to give us and our workers full access to your Premises to survey, measure, install, test and install the Equipment. You also agree to provide an adequate electricity supply for the Equipment to operate correctly. If our work is interrupted or delayed because of a problem with access, or the electricity supply is inadequate, we may make an extra charge. We are not liable if completion of the installation of the system upon our visit is delayed due to the unavailability of signalling transmission facilities or other circumstances beyond our control. By signing the Contract with us, you guarantee that you have full authority to allow the installation visit to take place and no other consent is needed.
b) You must not interfere with, or allow anyone else to interfere with, adjust, service or attempt to repair or reset the Equipment at any time.
c) If the Equipment activates to an Alarm Receiving Centre or Central Monitoring Station, you need to let us know as soon as possible. If the Equipment needs to be reset, we may charge you at our usual rates then in force.
d) You will need to let us know in advance if any third party intends to carry out work on the telephone lines within your premises, as this may affect the Equipment’s effectiveness.
e) The Equipment installed on a new or part upgrade installation visit; where it has been authorised by the customer does not belong to you until it has been paid for in full. If you do not pay the balance of the installation charge when it is due, we have the right to remove the Parts/Equipment from your Premises without notice. By placing an order with us, you irrevocably authorise us to enter your Premises to remove the Equipment if payment remains outstanding.
f) If you cancel our Contract less than four days before the installation work takes place, we may charge you for any equipment we have bought for your Premises and make a reasonable charge for damages for breach of contract.
g) If the Equipment is connected to an Alarm Receiving Centre or Central Monitoring Station, it is your responsibility to make sure that the telephone line is working properly and the account correctly maintained. We reserve the right to suspend or terminate monitoring services where payment has not been received, or where the customer is failing to meet obligations upon them.
h) You need to notify us of any change in the layout of your Premises, as this may affect the effectiveness of the Equipment to detect movement or intrusion within 7 (seven) days of the change taking place.
i) You agree to permit the Company’s staff and representatives of its regulatory body (only whilst accompanied by the Company’s staff) access to the installation for the purposes of maintenance or inspection.
j) Civil works including the supply and installation of ducting, concrete bases, and erecting of structures including automatic gates and CCTV towers must be complete prior to the commencement of installation works by the company. In the event the company attends the customer’s premises and the works under the supply of the customer have not been completed, at the sole discretion of the company we reserve the right to charge for the visit due to abortive costs being incurred.
k) The company assumes that access into new and existing cable draw pit chambers is readily available and chamber lids can be removed easily without specialist equipment. Where this is found not to be the case, the company reserves the right to apply additional charges to the customer.
l) The customer agrees that any specialist training requirements required to fulfil the obligations of the company will be notified to the company in writing prior to the issue of a quotation.
m) Where the company provides the customer with a partial upgrade or partial replacement of an existing security system, the company accepts no liability for the existing part of the system, and no warranty or liability shall be placed upon the company for any equipment not installed by the company.
n) Statutory safety legislation applies to some products supplied by the company. The customer shall not make any changes of any kind to this equipment without written authority from the company.
o) Unless where specifically stated otherwise, the company accepts no responsibility for electrical testing or electrical safety inspections. The customer shall employ a third party where such tests are required.
p) Upon takeover of an existing security system which was installed by a third party, the company accepts no liability for the installation, or its failure to perform. Any such liability will remain with the original installer or the customer.
q) Design responsibility for a security system is only accepted by the company where indicated within our specification and quotation. Where the company takes over security systems from a third party, no design responsibility is accepted by the company working on behalf of the customer.]
r) Where the company carries out an inspection or provides certification to the customer, liability shall end immediately after our inspection. Certificates are valid for the period stated, liability ends on the day of inspection. The company accepts no responsibility after the inspection was carried out, due to external influences beyond our control affecting performance and safety once our engineer leaves the premises.
s) The customer shall purchase any remaining parts or material items, where a frame work agreement to purchase an agreed number of items has not been totally fulfilled by the customer by placing adequate orders upon the company, and where the company has no other ready use for such materials.
t) The customer agrees that the company will reserve the right not to attend the customer’s premises where a suitable response contract is not in place, or where the request does not meet the contracted terms of the contract.
u) The customer shall supply the company all necessary drawings, site plans, service layouts and utility location plans prior to installation work taking place, this will minimise and reduce the risk of any such services being accidentally damaged by the company.
6. LIABILITY
The Company does not know, and shall not be deemed to know, the true value of the Customer’s property or premises and is not the insurer thereof. The installation agreements do not constitute a means of insurance to the customer. The customer must make adequate third party arrangements with a suitable insurance provider to maintain such cover. Such cover must apply to both the customer’s property and contents. The company accepts no liability to third parties including but not limited to insurers and underwriters where the customer has failed to notify the company in writing of any conditions which may apply to their third party agreements or policies. We do not guarantee to the customer that:
a) Particular losses or injuries will be prevented by using our security systems or;
b) That the system will work continuously and without errors in particular when a failure is beyond our reasonable control, for example equipment which may be of old age or prone to the ingress of water due to its design.
c) If our customer makes incorrect adjustments to any equipment supplied or maintained by MerFen Security Ltd, no Liability will be accepted by the company.
i) The Company shall not be liable for the costs of any work, repairs or replacement of Equipment which results from fire, electrical power surge, storm, flood, accident, neglect, misuse or malicious damage.
ii) The Company has provided limited insurance cover for itself with indemnity for claims made against it in respect of accident, injury, loss or damage. A copy of the relevant insurance schedule is available to the Customer upon request.
iii) Although the Installation is designed to detect or deter intrusion and reduce the risk of loss or damage, the Company does not represent or warrant that the installation may not be neutralised, circumvented or otherwise rendered ineffective by unauthorised persons and in such event the Company shall not be liable for any loss or damage suffered by the Customer or other unauthorised persons. The Company accepts no liability for claims falling outside the ambit of the indemnity referred to in Clause 7 (ii) above and the Customer is advised to arrange sufficient insurance cover in respect of claims arising due to injury, loss or damage howsoever caused.
iv) Like all electronic equipment, the system could fail in rare and exceptional circumstances and the Company cannot guarantee that it will be operational at any specific time or for any specific period. The Company will explain what regular tests can be performed to verify that detection equipment is operational between routine maintenance visits carried out by the Company.
v) Where the company takes over an existing security system which was installed or maintained by others, we assume the system and any wiring associated to it is in full working order. The Company has no knowledge of such systems and the customer must therefore notify the company in writing of any defects which occur on the system. The company can accept no liability for such systems as we have no knowledge of the customers system or the quality of workmanship including work standards to which it was originally installed.
vi) Where the customer fails to act upon remedial work identified by the company which is of a mandatory requirement; such as but not limited to health and safety legislation, moving machine directives, or any work which may pose a liability to the customer, no liability will be accepted by the company.
vii) The company accepts no liability where the customer fails to notify in writing prior to contract commencement any conditions or arrangements it has with third parties. These include but are not limited to; Insurers, or Underwriters. This includes any specifications; essential coverage plans, response times, or key performance requirements which must met by the company on behalf of the customer; as a condition of the third party agreement between the customer and that third party.
viii) The liability to a customer in the event that a defect in the system arises in any occurrence or our negligence directly or indirectly causes the customer to suffer loss will be limited to the value of the damage caused to your premises or its contents up to a maximum of twenty thousand pounds Stirling.
ix) The terms and conditions given in this contract do not affect your rights under the Sale of Goods Act or Unfair Contract Terms Act.
7. TERMINATION
i) Either the Customer or the Company can terminate the Contract by giving not less than one months’ written notice except where a fixed term contract applies. If you wish to terminate the Contract with less than two months’ notice, the Company reserves the right to charge the next year’s costs of any monitoring charges if these have already been paid in advance by the Company on your behalf. Where the customer wishes to terminate a fixed term contract before its expiry period, any remaining duration must be paid for in full and early termination costs shall apply.
ii) The Company may terminate this Contract should the Customer breach any of its conditions or if the Customer is in arrears with any payments due for a period in excess of 30 days. This will not prejudice the Company’s right to reclaim the payment outstanding. In such circumstances, seven days’ notice of cessation of any remote monitoring or remote support will be given by the Company.
iii) In the event that the maintenance contract is terminated, the Company shall be provided with access to recover any equipment and/or firmware which did not belong to the Customer but was rented from the Company.
iv) The Company reserves the right to remove logos, name plates, motifs or any other Company identity from the Equipment.
v) The company reserves the right to cancel any order placed by the customer, without incurring any liability.
8. FORCE MAJEURE
Any failure by the Company to fulfil any of its obligations under the terms of this Contract due to reasons beyond its control shall not be considered a breach of this Contract.
9. APPLICABLE LAW
This Contract is governed by the laws of England and Wales, Scotland or Northern Ireland as the case may be and each party submits to the jurisdiction of the courts thereof.
10. ACCEPTANCE BY CUSTOMER
The customer undertakes and agrees to accept all of the terms and conditions stated within this document IN FULL upon once placing an order upon the company.
11. RIGHT TO AMEND, UPDATE OR CHANGE
The company reserves the right to amend, update or change the terms and conditions as defined above, with 30 days written notice to the customer.
MerFen Security Ltd – 12-Month Warranty Policy
1. Warranty Overview
At MerFen Security Ltd (“we”, “our”, “us”), we are committed to delivering reliable, high-quality products and services. We offer a 12-month limited warranty on all goods and services that we supply and/or install directly. This warranty is in addition to your rights under UK law, including the Consumer Rights Act 2015 for consumers and the Sale of Goods Act 1979 for business customers.
2. Warranty Coverage
The warranty covers manufacturing defects and faults in materials or workmanship that arise under normal use, within 12 months of the date of supply or installation. If a fault is confirmed within this period, we will, at our discretion:
- Repair the faulty product;
- Replace it with an equivalent product; or
- Re-perform the original service at no additional cost.
This warranty applies to all products and services supplied and installed by MerFen Security Ltd.
3. Products Supplied but Not Installed by Us
If you purchase a product from us but it is not installed by MerFen Security Ltd:
- The product remains covered by the 12-month warranty for manufacturing faults.
- However, this warranty does not cover on-site attendance, inspection, removal, or reinstallation.
- The product must be returned to us at your expense for inspection and repair/replacement consideration.
- If a fault is confirmed, we will reimburse reasonable return shipping costs.
- Faults due to incorrect or improper installation are not covered.
4. Your Statutory Rights (Consumers)
If you are a consumer, your rights under the Consumer Rights Act 2015 include:
- Goods must be of satisfactory quality, fit for purpose, and as described.
- Services must be provided with reasonable care and skill.
- You are entitled to a full refund within 30 days if goods are faulty.
- After 30 days, you may be entitled to a repair, replacement, or partial refund if the issue cannot be resolved.
This warranty operates in addition to these statutory rights.
5. Business-to-Business (B2B) Transactions
For customers purchasing in a commercial or professional capacity, the following terms apply under the Sale of Goods Act 1979 and related contract law:
- MerFen Security Ltd offers a 12-month limited warranty on all goods and services.
- Products must be inspected upon receipt. Any issues must be reported to us within 7 days of delivery.
- This warranty does not include site visits, removal, or reinstallation unless specified in a separate service agreement.
- We do not accept liability for indirect or consequential losses, including business interruption, loss of profit, or third-party claims, except where legally required.
For bespoke warranty or support arrangements, please contact us to discuss a commercial service agreement.
6. What’s Not Covered
This warranty does not apply to:
- Damage due to misuse, neglect, accidental damage, or improper handling;
- Faults caused by third-party or incorrect installation;
- Consumable items (e.g. batteries, fuses) unless proven defective at time of supply;
- Cosmetic wear and tear that does not affect product function;
- Damage caused by external forces such as fire, flood, lightning, or power surges;
- Failure to follow operating instructions or routine maintenance guidelines.
7. Making a Warranty Claim
To make a claim, please contact us with:
- Your original proof of purchase;
- A clear description of the fault;
- Photographs or other evidence where possible.
If the product was installed by us and covered under warranty, we will arrange on-site attendance if needed. If the product was not installed by us, you must return it to us for assessment.
8. Limitation of Liability
Our liability under this warranty is limited to the repair, replacement, or re-performance of the original goods or services. We accept no liability for indirect or consequential damages, except where such exclusion is prohibited by law.
9. Governing Law
This warranty is governed by and interpreted in accordance with the laws of England and Wales and operates in line with our general Terms & Conditions which can be found on our website.
10. Contact Us
MerFen Security Ltd
1A Falmer Court
London Road
Uckfield
TN221HN
Email: info@merfensecurity.com
Phone: 01732 666371
Website: www.merfen-security.com