Above Security - Terms & Conditions

Above Security Ltd - Terms & Conditions

Who We Are

Above Security is a trusted provider of professional security solutions, specialising in CCTV, alarm systems, and other security-related services for both residential and commercial clients. Based in Sheffield, South Yorkshire, we are committed to delivering high-quality installations and exceptional customer service. We’re a small, family-run business, and we value honest, respectful communication with our customers. These terms help protect both you and us and ensure we can provide the best possible service.

By using our website and services, you agree to the following terms and conditions outlined below.

Definitions

In these Terms and Conditions:

"Above Security", "we", "us" or "our" means Above Security Ltd, a company registered in England and Wales under company number 17235451, whose registered office is at 39 - 43 Bridge Street, Swinton, Mexborough, South Yorkshire, England, S64 8AP.  Above Security is the trading name used by Above Security Ltd.

"Customer" or "You" refers to the individual, business, or entity purchasing services from Above Security.
"Premises" refers to the location where the security system is installed.
"Equipment" refers to CCTV cameras, alarm systems, access control devices, and any other hardware provided by Above Security.
"Installation" refers to the setup and configuration of security equipment at the customer’s premises.
"Warranty" refers to the 12-month coverage period for defects in equipment or workmanship, as outlined in section 8.
 

1. Introduction

These Terms and Conditions ("Terms") govern the services provided by Above Security ("we," "us," or "our") to the customer ("you" or "your"). By using our services, you agree to be bound by these Terms.

2. Services Provided

Above Security provides security system installations, maintenance, and related services, including but not limited to:

·         CCTV systems

·         Intruder alarm systems

·         Fire detection and alarm systems

·         Access control and intercom systems

·         Video doorbells

·         Network/connectivity solutions associated with security installations

·         Maintenance, upgrades and related security services

3. Quotations & Pricing

All quotations are valid for 30 days from the date of issue.
Prices include installation and basic system setup. Any modifications or custom configurations may incur additional charges. We price equipment and labour as part of a complete solution.
·         Any additional work requested or required beyond the agreed scope will be subject to an additional charge. The cost will be agreed with the customer before proceeding wherever reasonably possible.

Existing Equipment & Cabling

Where agreed with the customer, Above Security may reuse existing equipment or cabling where it appears suitable and is operating satisfactorily at the time of installation. Existing cabling or equipment that was not supplied and installed as part of the current works is not covered by our warranty.

Although existing cabling or equipment may test and operate correctly when the new system is installed and handed over, Above Security cannot guarantee its future condition or performance. If a subsequent fault is found to be caused by existing or reused cabling or equipment, any fault-finding, repair, replacement or installation of new cabling/equipment will be treated as additional chargeable work and will not be covered by the warranty on the new installation.

Where we identify a known issue with existing cabling or equipment before or during installation, we will discuss this with the customer and agree any additional work required before proceeding wherever reasonably possible.

A Quotation May Be Revised If:

The premises or installation conditions differ from those described or reasonably apparent when the quotation was prepared.
Previously unknown circumstances affect the installation or the equipment/work required.
The customer requests changes or additions to the agreed scope of work.
 

Working Hours

Installation is typically carried out during normal working hours (8:00 AM – 5:00 PM, Monday to Friday, excluding public holidays). Requests for installations outside these hours may incur additional charges.

Access & Excluded Works

Unless otherwise agreed in writing, the quotation does not include redecoration, carpet laying, making good, plastering or other building work. Additional charges may apply if our engineers do not have clear access to doors, windows or other areas where equipment needs to be installed.

Cabling & Installation Finish

The proposed placement and method of new cabling will be discussed with the customer where appropriate. Above Security aims to conceal cabling wherever reasonably practicable. Where concealment is not possible or appropriate, cables may be surface-run and securely clipped. The ability to conceal cabling will depend on the construction and accessibility of the premises.

Verbal Quotations

Where a price is provided verbally, we will make clear whether the amount quoted includes VAT. Unless otherwise stated, prices provided to consumers include VAT at the prevailing rate.

Alterations & Third-Party Works

Above Security is not responsible for alterations required to an existing security system as a result of building work, replacement doors or windows, decorating, electrical work, networking changes, changes to the property, or work undertaken by the customer or another contractor.

Any attendance, repositioning, removal, refitting, replacement, reconfiguration or additional equipment required as a result will be treated as additional chargeable work. The cost will be based on the equipment, labour and work required as a complete solution and will be agreed with the customer before proceeding wherever reasonably possible.

4. Deposits & Payments

A deposit may be required for certain services, which will be communicated at the time of booking.
Full payment is due upon installation completion, unless agreed otherwise in writing.
Payment can be made by bank transfer or cash unless otherwise agreed in writing. Current payment details will be shown on the invoice.

Late payments may be subject to additional fees or interest charges in accordance with UK law.
Ownership of the equipment remains with Above Security until full payment is received. We reserve the right to take reasonable steps to recover overdue sums in accordance with applicable law.

VAT: Above Security Ltd is VAT registered. VAT will be charged at the prevailing rate and clearly shown on applicable quotations and invoices. Unless otherwise stated, prices provided to consumers include VAT. Our VAT number is 520 7427 14.

We price equipment and labour as part of a complete solution. The invoice will provide a description of the system and principal equipment supplied for warranty and support purposes. We do not typically provide itemised pricing, as our prices are based on complete solutions rather than individual component costs.

Time Spent on Site: Prices are provided as a package for the complete solution, not on an hourly rate. While we may give an estimated duration for the installation, this is for guidance only. Due to our experience and expertise, installations may be completed in less time than anticipated without compromising on quality. The agreed price remains payable in full regardless of the time taken to complete the work.

Additional Work & Return Visits

Existing customers requesting additions, alterations, upgrades or changes to an existing system will be charged for the new work required. Previous installation of a system by Above Security does not include free labour or attendance for future alterations or additions.

Additional work is priced as a complete solution based on the equipment, labour, travel and work required. Pricing is not based solely on the retail cost of individual components and is not calculated using an hourly labour rate unless specifically agreed otherwise.

Where possible, the price for additional work will be confirmed before the visit. Where the full scope cannot reasonably be established until the engineer attends, an estimated price or applicable call-out/fault-finding charge will be provided beforehand, with any additional work agreed before proceeding.

5. Installation Completion, Testing & Handover

On completion of the installation or agreed work, Above Security will test the system and, where the customer or their representative is available, demonstrate its basic operation.

The engineer will record that the agreed work has been completed and that the system was tested and operating correctly at the point of handover. This may be recorded on an Installation Completion Form, electronic job completion record or other job record.

Where possible, the customer will also be asked to confirm that the system has been demonstrated and was operating correctly at the point of handover. Customer confirmation may be recorded by signature, electronic acknowledgement or other written confirmation.

Where customer confirmation is not obtained, this does not in itself indicate that the installation was incomplete or that the system was not operating correctly. The engineer's completion and testing record may be used as evidence of the condition and operation of the system at the time the work was completed.

A basic demonstration of the system will be provided where appropriate, including relevant controls or app functionality. Additional training or subsequent assistance may be chargeable.

Once the system has been tested and handed over, Above Security is not responsible for subsequent issues caused by alteration, tampering, misuse, changes to settings, disconnection of equipment, customer actions or work undertaken by a third party. Investigation or remedial work required as a result may be chargeable.

Nothing in this section affects the customer's statutory rights or the warranty provided under these Terms.

6. Call-Outs & Post-Installation Support

We may contact you following installation to check that the system is operating as expected and address any initial minor adjustments.

Any additional support, troubleshooting, or call-outs requested after installation may be subject to additional charges unless covered under warranty.

Wi-Fi & Smartphone Apps: Smartphone apps for CCTV and intruder alarm systems are provided as a secondary method for viewing and controlling the system via your router.

Above Security is not responsible for your router, internet provider, or maintaining a 24/7 connection between your smartphone and the system. These are not critical components of the CCTV or intruder alarm system. Additionally, we cannot be held responsible for changes in mobile phone notification settings, third-party app updates, or modifications by mobile operating system providers that may affect app functionality.

We do not cover IT-related issues, including but not limited to:

• Change of internet service provider
• Change of router or loss of settings on the router
• Reset of router or failed internet connection
• New mobile phone or mobile devices not present at installation
• If you lose or upgrade your phone during the warranty period, we will provide reasonable initial guidance where appropriate. If an onsite visit is required to reconfigure the app or device, this will not be covered under warranty, as this is a change in the customer's circumstances rather than a system fault.
• Reinstalling or reconfiguring apps due to device changes, updates, or accidental deletion.
  Changes to the system due to environmental factors.

7. Technical Support

Technical support requests should be submitted by email to info@abovesecurity.co.uk wherever possible. This allows us to keep an accurate record of the issue and respond appropriately.

Telephone calls, text messages and WhatsApp messages should not be relied upon as an emergency or 24-hour technical support service. Above Security does not provide continuous monitoring or 24/7 technical support unless specifically agreed in writing.

We will provide reasonable initial guidance where appropriate. More extensive troubleshooting, remote assistance or an onsite visit may be chargeable where the issue is not caused by a fault covered under warranty.

Chargeable support may include issues arising from customer changes, replacement or reset routers, internet provider changes, new mobile devices, deleted or reinstalled apps, changed passwords or settings, operating system or third-party app updates, equipment being moved or altered, third-party work, accidental damage or customer interference with system settings.

Where an onsite visit is required, the applicable call-out charge will be confirmed before attendance wherever reasonably possible.

8. Warranty, System Limitations & Exclusions

At Above Security, we are committed to providing high-quality security systems and installations. All installations come with a 12-month warranty from the date of installation, covering defects in equipment supplied by us and associated installation workmanship, subject to the exclusions below.

What’s Covered:

• 12-month standard warranty covering defective equipment supplied by us and associated labour costs.
• Repair or replacement of faulty equipment where a defect covered by the warranty is confirmed.
• Where equipment benefits from a manufacturer's warranty extending beyond our initial 12-month warranty, we will assist with a valid manufacturer warranty claim where appropriate. Labour, attendance and/or call-out charges may apply after our initial 12-month warranty period.

What’s Not Covered:

• Adjustments, alterations or changes requested after the installation has been completed and handed over.
• Accidental damage, misuse, environmental factors, power surges or circumstances outside our reasonable control.
• IT-related issues, including changes to internet connections, routers, internet service providers, mobile phones, apps or device settings, as outlined in Sections 6 and 7.
• Equipment that has been damaged, tampered with, moved, misused or modified without our authorisation.
• Faults, alterations or additional work arising from work carried out by the customer or a third party, including building work, replacement doors or windows, electrical work or network changes.
• Consumable items such as batteries where replacement is required through normal use, unless the battery itself is confirmed to have been defective within the applicable warranty period.

System Limitations & Third-Party Services

CCTV, intruder alarms and other security systems are designed to reduce risk and provide additional security but cannot guarantee that crime, intrusion, damage or loss will not occur.

Above Security provides security equipment and installation services and does not provide insurance against loss, theft or damage.

Remote viewing, notifications, smartphone apps and other connected features may rely on internet connections, mobile networks, manufacturers and other third-party services. Their continued availability and performance are outside Above Security's control.

Above Security is not responsible for issues caused by changes made by the customer or a third party to equipment, property, internet/network arrangements or system settings.

Nothing in these Terms & Conditions affects the customer's statutory rights.

Warranty Claims

If you believe your system has developed a fault that may be covered under warranty, please contact us at info@abovesecurity.co.uk. We will assess the information provided and advise on the next steps.

Where an onsite visit is required and the reported issue is subsequently found not to be covered by warranty, the applicable call-out charge may be payable in accordance with Section 10.

9. Maintenance Services

CCTV Systems: We offer optional yearly maintenance to ensure software updates are applied, cameras are cleaned, and the system is functioning properly. This service will be offered to the customer, and pricing will be provided upon request. Batteries or part replacements are not included in this service.

Ajax Alarm Systems: Ajax alarm systems receive compatible system and firmware updates automatically where supported by the manufacturer. Routine onsite maintenance is not required solely for software updates; however, periodic maintenance, testing and battery replacement may be recommended depending on the system, equipment and usage.

Batteries are consumable items and are not covered indefinitely under the installation warranty. When battery replacement is required, the cost will depend on the number and type of devices within the system. Any applicable attendance/labour charge and battery costs will be confirmed before work is carried out.

Where automatic updates or remote functionality rely upon internet, mobile network or other third-party connectivity, Above Security cannot be responsible for an update or remote service failing due to circumstances outside our reasonable control.

10. Fault Finding & Chargeable Call-Outs

Where an onsite visit is required to investigate a reported fault that is not covered under warranty, our standard fault-finding call-out charge is £60 + VAT (£72 including VAT). This includes travel and up to one hour onsite investigating the reported issue during normal working hours.

The call-out charge covers attendance and fault-finding only. It does not include replacement equipment, batteries, additional parts, remedial work or alterations unless expressly stated.

If further work or replacement equipment is required, we will explain the issue and obtain your agreement to any additional charge before proceeding wherever reasonably possible.

11. Customer Responsibilities

You are responsible for ensuring:

• Your internet connection is stable for remote access features.
• You do not modify the installed equipment without authorisation.
• If renting, you have permission from the property owner for installation.
• You notify us of any layout changes or third-party work that may impact the system.
   

12. Cancellations & Rescheduling

We understand that circumstances can change. If you need to cancel or rearrange an appointment, please give us as much notice as reasonably possible.

Cancellation or Rescheduling of Booked Appointments

Where an appointment is cancelled or rearranged with less than 48 hours' notice, Above Security reserves the right to recover reasonable costs already incurred as a direct result of the booking or late cancellation.

Where equipment or materials have been specifically ordered for your installation, you may be responsible for reasonable costs that Above Security cannot recover, return or otherwise avoid.

If we attend the premises at the agreed time but are unable to carry out the work because access is unavailable, the customer is not present where required, or circumstances at the premises prevent the agreed work from proceeding, a reasonable call-out or rescheduling charge may apply.

We will explain any applicable charge and how it has arisen.

Consumer Cancellation Rights

Where you are a consumer and your contract with Above Security has been entered into at a distance or away from our business premises, you may have a statutory right to cancel the contract within 14 days, subject to applicable consumer law.

If you specifically ask us to begin providing services during a statutory cancellation period, different cancellation provisions may apply once work has begun.

Nothing in these Terms & Conditions affects your statutory rights.

13. Data Protection & Privacy

• We collect and process customer information as necessary to provide our services, manage bookings, quotations and invoices, provide support and meet our legal and business obligations.
• We do not share personal data with third parties for marketing purposes without consent.
• Full details of how we collect, use, store and protect personal information can be found in our Privacy Policy.
   

14. Marketing & Photography Consent

With your verbal or written consent, we may take photographs or videos of completed installations for promotional purposes, including our website, social media and other marketing materials.

We take reasonable steps to avoid publishing identifying information such as house numbers, vehicle registrations or other unnecessary personal details.

Where possible, images are focused on the installation or equipment rather than the wider property.

Consent can be withdrawn at any time by contacting us. This will apply to future use of the images where reasonably practicable.

15. Complaints & Dispute Resolution

• If you have a complaint, email us at info@abovesecurity.co.uk.
• We aim to respond within 5 working days.
• Unresolved disputes may be referred to an independent mediation service.
   

16. Amendments to Terms

These Terms were last updated in September 2026.
We reserve the right to update these Terms as necessary, with updates posted on our website.
 

17. Holidays & Closure Periods

As a small, family-run business, Above Security may have occasional holiday or closure periods throughout the year. Where possible, we will notify customers in advance if an existing booking or planned work may be affected.

During closure periods, customers may continue to submit enquiries and support requests by email to info@abovesecurity.co.uk. These will be dealt with as soon as reasonably practicable following our return.

Technical support, complaints and requests requiring an onsite visit will normally be dealt with when we reopen. Above Security does not provide a 24-hour emergency call-out or monitoring service.

18. Contact Information

Above Security Ltd
8A Forge Hill, Sheffield, S35 0GF
0114 2864145 | info@abovesecurity.co.uk

Company Information:

Above Security Ltd | Registered in England & Wales No. 17235451 | Registered Office: 39 - 43 Bridge Street, Swinton, Mexborough, South Yorkshire, England, S64 8AP | VAT No. 520 7427 14