TERMS AND CONDITIONS
Applies to installation, service, maintenance and monitoring work
Effective from: August 2026
1. DEFINITIONS
“Company”, “we”, “us” or “our” means Stag Systems Ltd, Unit D15 Heritage Business Park, Heritage Way, Gosport, Hampshire PO12 4BG, company number 12139429.
“Customer”, “you” or “your” means the person or organisation named in the Quotation. A “Consumer” is an individual acting wholly or mainly outside their trade, business, craft or profession. A “Business Customer” is any Customer who is not a Consumer.
“Contract” means the Quotation, System Design Proposal or Specification, maintenance or monitoring schedule, acceptance documentation and these Terms.
“Equipment” means the equipment described in the Quotation or Specification. “Installation” means the installed system. “Premises” means the location stated in the Quotation.
“Installation Standard” means the applicable British, European or other stated standard, together with the requirements of any certification, approval or regulatory body applicable to the work.
“Handover Date” means the date on which the Installation is commissioned and made available for use, whether any third-party signalling connection remains outstanding.
“Maintenance Services” means planned preventative maintenance and only where expressly included in the Quotation, corrective maintenance or emergency attendance.
“Monitoring Services” means connection to an alarm receiving centre, remote platform or other third-party signalling service.
Clauses concerning Maintenance Services or Monitoring Services apply only where the relevant service is included in the Quotation.
2. FORMATION OF THE CONTRACT AND DOCUMENT PRIORITY
The Contract is formed when you accept our Quotation in writing, sign acceptance documentation, instruct us to begin work, or pay a deposit.
The Contract contains the entire agreement between the parties concerning the work. Any change must be agreed in writing by an authorised representative of the Company.
If the Contract documents conflict, the following order applies: (a) any expressly agreed special conditions; (b) the Quotation; (c) the System Design Proposal or Specification; and (d) these Terms.
No statement about system performance, insurance approval, emergency-service response, crime prevention, fire prevention or the prevention of loss is binding unless expressly included in the Contract.
3. QUOTATIONS, PRICE AND PAYMENT
Unless stated otherwise, quotations are valid for 30 days, prices exclude VAT, and work is priced for normal working hours of 08:00 to 17:00 Monday to Friday excluding public holidays.
We may revise the price where you change the scope, require urgent or out-of-hours work, provide inaccurate or incomplete information, the Premises differ materially from what could reasonably have been identified during survey, access is restricted, concealed conditions are encountered, or third-party costs increase before supply.
You must pay invoices by the due date shown on the invoice. We may require deposits, staged payments or payments before commissioning, certification, release of codes or connection to Monitoring Services.
For Business Customers, overdue sums may carry statutory interest at 8% above the Bank of England base rate, together with statutory compensation and reasonable debt-recovery costs where legally available. Different contractual interest applies only where expressly stated in the Quotation.
For Consumers, we may charge only reasonable interest and recovery costs that are lawful, proportionate and clearly notified.
You may not withhold, deduct or set off payment except where required by law. Ownership of Equipment supplied by us does not pass until all sums due under the Contract have been paid in full, although risk passes on delivery to the Premises.
Until ownership passes, you must keep the Equipment identifiable, properly protected and insured and must not sell, dispose of or charge it. For Business Customers only, we may enter the Premises at a reasonable time, with reasonable notice where practicable, to recover unpaid Equipment where legally entitled to do so.
4. INSTALLATION AND HANDOVER
We will use reasonable care and skill and will install the system substantially in accordance with the Specification and applicable Installation Standard.
Dates are estimates unless expressly agreed in writing as fixed. We are not responsible for delay caused by access restrictions, other contractors, unavailable utilities or communications, supply-chain disruption, adverse site conditions or events beyond our reasonable control.
You must provide safe and uninterrupted access, suitable power, working communications services, accurate site information and all necessary permissions. Building work, decorating, making good, asbestos work, fire stopping, lifting equipment and removal of concealed obstructions are excluded unless expressly included.
We may make minor changes to the Equipment or design where necessary because of availability, site conditions, safety, legal or technical requirements, provided the change does not materially reduce the intended performance of the Installation. Material changes will be agreed with you.
On completion, we will demonstrate the system and provide relevant handover documentation. Minor defects or outstanding items that do not materially prevent normal use do not entitle a Business Customer to withhold the whole payment.
Certificates, administrator credentials, software licences and final documentation may be withheld until all sums properly due are paid, except where withholding would be unlawful or would create an immediate safety risk.
5. CUSTOMER RESPONSIBILITIES
You must operate, test and maintain the Installation in accordance with our instructions and applicable standards, promptly report faults, keep contact and keyholder details current, and prevent unauthorised interference.
You are responsible for mains power, telephone, broadband, mobile and network services, SIM or data charges, routers, Wi-Fi, firewalls, cyber-security settings and third-party platform accounts unless expressly included in the Quotation.
You must tell us before alterations, refurbishment, changes of use, layout, occupancy, communications provider or network configuration that may affect the Installation.
You must provide a safe working environment and disclose known hazards, including asbestos, fragile roofs, confined spaces, contamination, live services and access restrictions.
Where police, fire and rescue services or another authority response is required, you must comply with keyholder, testing, false-alarm and user requirements. We do not control whether an authority accepts, suspends, limits or withdraws response.
You must not permit another person to alter, repair, reprogramme or interfere with Company-owned signalling equipment, software or credentials without our written permission.
6. GOODS, SERVICES AND WARRANTY
For Consumers, goods must be as described, of satisfactory quality and fit for any purpose made known to us, and services will be performed with reasonable care and skill. Nothing in these Terms restricts statutory rights or remedies.
Unless the Quotation states otherwise, newly supplied Equipment and installation workmanship are warranted for 12 months from the Handover Date.
The contractual warranty does not cover consumables, batteries, accidental or malicious damage, misuse, contamination, pests, water ingress, lightning, power surge, unstable power, communications failure, third-party interference, alterations, network or software changes, failure to follow instructions, or fair wear and tear.
Our contractual warranty obligation is to repair or replace the affected item within a reasonable time. We may use equivalent replacement products where the original is obsolete or unavailable.
Work outside warranty or outside an included maintenance plan is chargeable at our current rates, including travel, labour, parts, specialist access equipment and third-party charges.
The exclusions in this clause do not remove a Consumers statutory right to repeat performance, price reduction, repair, replacement, rejection or refund where those rights apply.
7. MAINTENANCE SERVICES
Maintenance Services begin on the date stated in the Quotation or, if none is stated, on the Handover Date. The scope, number of routine visits and response level are those stated in the Quotation and applicable Installation Standard.
Unless expressly stated as comprehensive cover, the annual maintenance charge does not include replacement parts, batteries, consumables, repairs, attendance caused by Customer error, third-party interference, communications or network faults, environmental conditions, damage or events listed in clause 6.
The maintenance charge is an annual charge for making the service and engineering resource available throughout the relevant service year, administering the account and carrying out the included visits. Payment by monthly direct debit is payment by instalments of that annual charge and does not create a monthly contract.
A Business Customer may ask us to stop providing Maintenance Services before the end of the service year, but the annual charge remains payable in full, and charges already paid are not refundable, unless we have materially breached the Contract or agree otherwise in writing.
Where a Consumer voluntarily ends Maintenance Services before the end of a service year, outside any statutory cancellation right and without breach by us, we may retain or charge a reasonable amount reflecting services already supplied, committed third-party costs, reserved engineering capacity and our direct loss caused by the cancellation, after taking reasonable steps to reduce that loss. Any balance not reasonably due will be refunded.
If annual maintenance is paid by instalments, cancellation does not automatically cancel instalments that remain reasonably due under this clause.
Where Monitoring Services or emergency-service response require a maintenance agreement, cancellation or suspension of Maintenance Services may result in Monitoring Services or authority response being suspended or terminated.
8. MONITORING SERVICES, MINIMUM TERM AND NOTICE
Monitoring Services are supplied for a minimum initial term of 12 months from connection or the date stated in the Quotation.
You may give notice during the minimum term, but the notice cannot end Monitoring Services before the final day of that minimum term.
For Business Customers, after the minimum term Monitoring Services continue on a rolling basis and may be ended by either party on not less than three months’ written notice.
For Consumers, after the minimum term Monitoring Services continue on a rolling basis and may be ended on one month’s written notice.
Charges remain payable throughout the minimum term and any notice period. If a Business Customer requests disconnection during the minimum term without a contractual or legal right to terminate, the remaining charges for that minimum term become payable.
If a Consumer requests disconnection during the minimum term without a statutory or contractual right to terminate, we may retain or charge only a reasonable amount reflecting services supplied, unavoidable commitments and our direct loss, after taking reasonable steps to reduce that loss.
Monitoring depends on third-party alarm receiving centres, telecommunications, mobile networks, internet services, cloud platforms and emergency services. We will use reasonable care in selecting and managing services we provide, but we do not guarantee uninterrupted transmission, receipt, authority response or attendance.
We may change an alarm receiving centre, signalling platform, SIM, network provider or communications path where reasonably necessary, provided the replacement offers substantially equivalent functionality.
You must keep keyholder and contact details current. Charges caused by excessive activations, false alarms, reconnection, reprogramming, aborted attendance or authority requirements may be passed on where they are reasonably incurred and were caused by matters for which you are responsible.
Cancellation may be given by email to info@stagsystems.co.uk or by post to our registered business address. We will acknowledge cancellation in writing.
9. RENEWAL AND PRICE CHANGES
Recurring maintenance and monitoring charges may be revised from the next annual renewal date. The revised charge will be clearly stated in the renewal communication sent before the renewal date.
A revised charge will not apply retrospectively or during a current paid service year, except for changes in VAT or another tax or levy imposed by law.
For Consumers, the renewal communication will explain the new charge, the renewal date and how to cancel. If the minimum term has expired, the Consumer may give notice to end the affected service in accordance with clause 8 rather than accept the revised price.
We will not rely on a renewal price increase that was not communicated clearly and in sufficient time for a Consumer to make an informed decision.
10. SUSPENSION AND TERMINATION
Either party may terminate a rolling service using the applicable notice period in clause 7 or 8. Notice may be given before the end of a minimum term so that it expires on or after the final day of that term.
We may suspend work, maintenance, remote access or Monitoring Services if an invoice remains unpaid after reasonable notice, access is refused, the system is unsafe or materially non-compliant, continued service would be unlawful, a necessary third-party service is withdrawn, or you materially breach the Contract.
Either party may terminate immediately by written notice if the other commits a material breach that cannot be remedied or fails to remedy a remediable material breach within 28 days after written notice.
We may terminate immediately if a Business Customer becomes insolvent or if continuing the service would expose us, our staff or third parties to unacceptable risk.
On termination, accrued sums become due. We may recover rented, loaned or Company-owned signalling equipment and disable Company-owned software, licences, connections or remote services.
Where practicable, we will give reasonable notice before ceasing life-safety or security monitoring. Immediate cessation may occur where required by law, safety, non-payment following notice, or withdrawal by a third-party provider.
If we terminate a Consumer contract for reasons not caused by the Consumer, we will refund any advance payment for services not supplied, less any lawful and reasonable deduction.
Termination does not affect rights and liabilities arising before termination.
11. CONSUMER CANCELLATION RIGHTS
Where a Consumer enters the Contract online, by telephone, by email or away from our business premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may provide a 14-day cancellation period. The required cancellation information and model cancellation form are set out in Schedule 1.
Where the Contract includes goods, the start and end of the cancellation period may depend on when the goods are received. Bespoke or clearly personalised goods may be exempt from the right to cancel, but any associated service element and other statutory rights remain subject to the law.
We will not begin services during the statutory cancellation period unless the Consumer expressly requests this. If the Consumer then cancels, the Consumer must pay a proportionate amount for services properly supplied up to cancellation.
Where a service has been fully performed during the cancellation period, the right to cancel is lost only if the Consumer expressly requested early performance and acknowledged that the right would be lost once the service was fully performed.
Emergency repair or maintenance requested by a Consumer is subject to the statutory rules applicable to urgent work. Additional work or goods beyond what is strictly necessary remain subject to any cancellation rights that apply.
Nothing in this clause affects rights relating to faulty goods, services not performed with reasonable care and skill, misleading information, unfair terms or other rights that cannot lawfully be excluded.
12. DATA, REMOTE ACCESS AND CYBER SECURITY
We may process names, contact details, keyholder information, alarm events, access logs, images and other data as necessary to supply, maintain and administer the Installation and Monitoring Services, comply with law and protect legitimate business interests.
Where we remotely access the Installation, we will take reasonable technical and organisational precautions. No connected system is entirely secure, and you remain responsible for your networks, passwords, user permissions and promptly applying recommended security measures.
You must not share engineer codes, administrator credentials or remote-access details except with authorised persons. We may reset or withdraw credentials were reasonably necessary for security, non-payment or termination.
Our privacy notice explains how personal data is used, the lawful bases relied upon, retention periods and how individuals may exercise their rights.
13. LIABILITY
Nothing in the Contract excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of title, or any other liability that cannot lawfully be excluded or limited.
The Installation is intended to reduce risk, not eliminate it. We do not warrant that it cannot be defeated, will detect every event, will operate without interruption, or will prevent loss, injury, fire, intrusion, theft or damage.
For Consumers, we are responsible for loss or damage that is a foreseeable result of our breach of the Contract or failure to use reasonable care and skill. We are not responsible for business losses suffered by a Consumer, and nothing in these Terms restricts statutory remedies.
For Business Customers only, we are not liable for loss of profit, revenue, business, contracts, goodwill, anticipated savings, business interruption, loss of data, or indirect or consequential loss.
For Business Customers only, our total aggregate liability under each Contract for physical loss of or damage to tangible property, and for liability arising from products supplied by us, is limited to £5,000,000.
For Business Customers only, our total aggregate liability under each Contract arising from design, specification, professional advice, programming, configuration, or other professional services, including associated pure financial loss, is limited to £250,000.
For Business Customers only, all claims falling within more than one category are subject to the single most applicable cap and are not cumulative. Each cap is an aggregate cap for all claims arising under or in connection with one Contract.
The Business Customer acknowledges that these limits reflect the nature and value of the Contract and the insurance maintained by the Company. The Customer should maintain suitable insurance for the Premises, property, business interruption and the risks the Installation is intended to reduce.
14. FORCE MAJEURE
Neither party is liable for delay or failure caused by events beyond reasonable control, including severe weather, fire, flood, epidemic, industrial action, war, terrorism, civil disturbance, utility or communications failure, cyber incident affecting third parties, transport disruption, shortage of materials or government action. This clause does not excuse payment for goods or services already supplied.
15. GENERAL
We may use suitably qualified employees, subcontractors and third-party service providers.
If any term is found invalid or unenforceable, the remaining terms continue in effect. A delay in enforcing a right does not waive it.
A Business Customer may not transfer the Contract without our written consent. We may transfer the Contract to a group company or purchaser of the relevant business, provided this does not reduce a Consumers rights.
No person other than the parties may enforce the Contract under the Contracts (Rights of Third Parties) Act 1999.
Notices must be in writing and sent to the postal or email address stated in the Quotation or later notified in writing. Email notice is treated as received on the next working day unless a delivery failure is received.
The Contract is governed by the law of England and Wales. Business Customers submit to the exclusive jurisdiction of the courts of England and Wales. Consumers may bring proceedings in any court available to them under applicable law.
16. COMPLAINTS
Please send complaints to info@stagsystems.co.uk or to the postal address shown above. We will investigate and respond within a reasonable time.
Where an applicable certification body, approved code, alternative dispute resolution scheme or statutory process is available, details will be provided where legally required or reasonably appropriate.