Terms of Service

1. Company Information

2. Services Offered

Shady Pearl provides the following smart home and security services:

• CCTV surveillance systems installation and monitoring
• Smart lock systems and access control
• Intruder alarm systems and monitoring
• Home automation solutions
• 24/7 professional monitoring services
• Emergency response coordination
• System maintenance and technical support

3. Service Agreement and Installation

3.1 Service Contract

Our services are provided under a written service agreement that specifies:

• Equipment to be installed and its specifications
• Installation timeline and procedures
• Monthly monitoring fees and payment terms
• Warranty coverage and duration
• Emergency response procedures

3.2 Installation Requirements

Customer responsibilities for installation include:

• Providing safe and reasonable access to the property
• Ensuring electrical power is available at installation points
• Obtaining necessary permissions for equipment installation
• Providing accurate information about property layout and requirements
• Being present during scheduled installation appointments

3.3 Property Access

By engaging our services, you grant us reasonable access to your property for:

• Initial system installation and setup
• Routine maintenance and testing
• Emergency repairs and system restoration
• Equipment upgrades and replacements

4. Monitoring Services

4.1 24/7 Monitoring

Our monitoring center operates continuously and will:

• Monitor alarm signals from your security system
• Attempt to verify alarm conditions
• Contact emergency services when appropriate
• Notify designated contacts according to your contact list
• Maintain records of all alarm events

4.2 Emergency Response

In case of alarm activation, we will:

• Attempt to contact you or designated contacts
• Dispatch appropriate emergency services if required
• Coordinate with police, fire, or medical services
• Provide incident reports and documentation

4.3 False Alarms

You are responsible for:

• Properly operating your security system
• Training authorized users on system operation
• Maintaining updated contact information
• Any fines or charges imposed by authorities for false alarms

5. Payment Terms

5.1 Fees and Charges

• Installation fees are due upon completion of installation
• Monthly monitoring fees are payable in advance
• Additional service calls may incur separate charges
• Equipment upgrade costs are separate from monitoring fees

5.2 Payment Methods

We accept payment by:

• Direct debit (preferred method)
• Bank transfer
• Credit or debit card
• Cheque (by arrangement)

5.3 Late Payment

Late payment may result in:

• Suspension of monitoring services
• Late payment charges as specified in your agreement
• Referral to debt collection agencies
• Termination of service agreement

6. Equipment and Warranty

6.1 Equipment Ownership

Unless otherwise specified:

• Equipment remains the property of Shady Pearl during the contract term
• Customers may purchase equipment outright if preferred
• Equipment must be returned in good condition upon termination
• Damage to equipment may result in replacement charges

6.2 Warranty Coverage

We provide warranty coverage for:

• Equipment defects under normal use
• Installation workmanship for 12 months
• Replacement of faulty components
• Technical support and troubleshooting

6.3 Warranty Exclusions

Warranty does not cover:

• Damage caused by customer misuse or negligence
• Acts of nature, flooding, or electrical surges
• Unauthorized modifications or repairs
• Normal wear and tear

7. Limitations of Liability

7.1 Service Limitations

You acknowledge that:

• Security systems are not foolproof and may fail to prevent losses
• Monitoring depends on telephone/internet communications
• Equipment may malfunction or be compromised
• Response times may vary due to circumstances beyond our control

7.2 Liability Cap

Our total liability to you is limited to:

• The lesser of actual damages or 12 months of monitoring fees
• Direct damages only (no consequential or indirect damages)
• Claims must be made within 12 months of the incident

7.3 Insurance Recommendation

We strongly recommend maintaining appropriate insurance coverage for your property and belongings, as our services supplement but do not replace comprehensive insurance protection.

8. Privacy and Data Protection

Your privacy is important to us. Our collection and use of personal information is governed by our Privacy Policy, which forms part of these Terms. Key points include:

• We collect only information necessary for providing our services
• Video recordings are stored securely and deleted after 30 days
• Personal data is processed in accordance with UK GDPR
• You have rights regarding your personal data
• We do not sell or share your information with third parties except as required for service delivery

9. Contract Duration and Termination

9.1 Contract Term

Service agreements typically include:

• Initial minimum term (usually 12-36 months)
• Automatic renewal unless terminated with notice
• 30 days written notice required for termination after minimum term

9.2 Early Termination

Early termination may be subject to:

• Early termination fees as specified in your agreement
• Payment of remaining equipment costs
• Return of all equipment in good condition

9.3 Termination by Company

We may terminate your service for:

• Non-payment of fees
• Breach of these Terms
• Providing false information
• Misuse of equipment or services

10. Intellectual Property

All intellectual property rights in our services, software, and materials remain our property, including:

• Software and mobile applications
• System configurations and programming
• Technical documentation and manuals
• Trademarks and branding
• Website content and design

11. Force Majeure

We are not liable for delays or failures in performance caused by circumstances beyond our reasonable control, including:

• Natural disasters and severe weather
• Power outages and communication failures
• Government actions and legal restrictions
• Labor disputes and strikes
• Pandemic or health emergencies

12. Governing Law and Jurisdiction

These Terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. We will attempt to resolve disputes through direct communication before pursuing legal action.

13. Changes to Terms

We may update these Terms from time to time. Changes will be communicated by:

• Email notification to registered customers
• Posted notice on our website
• Written notice for significant changes

Continued use of our services after changes constitutes acceptance of the updated Terms.

14. Contact Information

For questions about these Terms or our services, please contact us:

15. Severability

If any provision of these Terms is found to be unenforceable or invalid, the remaining provisions will continue in full force and effect. The unenforceable provision will be replaced with a valid provision that most closely reflects the original intent.

16. Entire Agreement

These Terms, together with your service agreement and our Privacy Policy, constitute the entire agreement between you and Shady Pearl regarding our services. They supersede all prior communications, agreements, or understandings relating to the subject matter.