Above Security - 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" refers to the company, its employees, and authorised representatives.
"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 7.
 

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 installation and servicing
  • Alarm system installation and servicing
  • Access control installation
  • Internet solutions - Wi-Fi access Points and Starlink installations
  • Aerial & Satellite installation

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 (see Deposit & Payments regarding invoice)
  • Any extra work requested beyond the agreed scope will be quoted separately and requires customer approval before proceeding.
  • Existing equipment and wiring may be used, subject to a satisfactory inspection by our engineer and agreement with the customer at the time of installation. The customer acknowledges that any faults arising in the existing equipment that require repair, or replacement will be subject to additional charges. The use of existing equipment is at the customer’s own risk. 

A quotation may be revised if:

  • Your premises are unsuitable for the equipment, and this was not apparent from our initial survey/site visit.
  • There are circumstances we were unaware of that affect installation.
  • Any special circumstances arise that require adjustments.

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.

Unless otherwise agreed in writing, the quotation does not include redecoration, carpet laying, or 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.

Verbal Quotations: Where a quotation is provided verbally, the agreed amount will be treated as binding, and VAT is applicable in addition to the quoted amount unless specifically stated otherwise. All prices provided, whether verbally or in writing, are subject to VAT at the prevailing rate.
 

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.
  • Payments can be made via bank transfer, card payment, or other methods specified on our 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. If payment is not made on time, we reserve the right to remove the equipment from your premises without notice.
  • VAT: Above Security is VAT registered.  All quotations and invoices provided are subject to VAT at the prevailing rate.  VAT will be clearly shown on all invoices and is payable in addition to the quoted price unless otherwise stated.  Our VAT number is: 464 6482 64
  • We price equipment and labour as part of a complete solution. The invoice includes a full description of all equipment used, which meets the documentation requirements for warranty and support. We don't typically provide itemised pricing, as our rates are based on packages rather than per-part 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.

5. Installation Completion & Job Sign-Off

  • We will always seek your agreement should changes to the system be required during the installation.
  • Upon installation completion, you will be provided with a copy of the Installation Completion Form, which includes a checklist confirming the system is working as expected.
  • You will receive a basic demonstration of your system. Any additional system training may be chargeable.
  • By signing the Installation Completion Form, you confirm that the system is functioning correctly and to your satisfaction.
  • If, for any reason, the Installation Completion Form is not available at the time of installation, confirmation may instead be provided via email, text message, or verbal agreement, with the engineer making a note of the customer's approval.
  • Cabling: The placement and method of cabling will always be discussed with the property owner before proceeding.  We strive to conceal as much cabling as possible during installation. Where concealment is not feasible, cables will be surface-run and securely clipped

 

6. Call-Outs & Post-Installation Support

  • We provide a follow-up call to ensure you are satisfied with your installation.
  • 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 attempt to help you via phone support. However, if you require an onsite visit (call out) to reset the app, this will not be covered under warranty, as this is a change in your circumstances and not a system fault.
  • Reinstalling or reconfiguring apps due to device changes, updates, or accidental deletion.
    Changes to the system due to environmental factors
     

7. Warranty & Liability

At Above Security, we are committed to delivering top-quality security solutions and services. All installations come with a 12-month warranty (starting from the date of installation) that covers equipment defects and associated labour costs. This warranty applies to faults arising from defective parts or components.

What’s Covered:

  • 12-month standard warranty covering defective parts and labour costs.
  • Replacement of faulty equipment at no cost within the warranty period.
  • Follow-up call within 7 days to ensure system functionality and allow for minor adjustments.
  • Equipment with an extended warranty will be replaced if a manufacturer defect is found; however, after the initial 12-month warranty period, labour costs may apply for the replacement

What’s Not Covered:

  • Adjustments beyond the follow-up call maybe chargeable.
  • Accidental damage, environmental factors, or power surges affecting system performance.
  • IT-related issues, including changes in internet connection or router settings (outlined in No.6)
  • Equipment that has been damaged, tampered with, misused, or modified without our authorisation, or affected by third-party work. This includes any visible signs of damage or tampering.

Liability

  • Above Security is not liable for losses caused by system failures, internet outages, unauthorised modifications, or manufacturer defects.
  • While security systems are designed to deter intrusion, we do not guarantee that they cannot be bypassed.

Warranty Claims:

If you believe your system has a manufacturer defect or requires warranty assistance, please contact us at info@abovesecurity.co.uk or 0114 2864145. We will assess the situation and guide you through the necessary steps to process your warranty claim.

8. 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.

9. Call-Out Fees:

  • A minimum call-out fee of £60+vat (includes travel and up to 1 hour on site dealing with the issue) applies for site visits not covered under warranty.
  • This call-out fee is for normal working hours 8-5pm Monday to Friday excluding bank holidays.
  • The call-out fee will be confirmed before the visit whenever possible. If unexpected additional work is needed, we will confirm the final cost and seek your approval before proceeding.

10. 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.

11. Cancellations & Rescheduling

  • Cancellations within 48 hours of an appointment may incur a fee.
  • If an installation cannot proceed due to incorrect information, lack of access, or customer unavailability, a rescheduling fee may apply.

12. Data Protection & Privacy

  • We collect and store customer information to manage services, issue receipts, and provide updates.
  • We do not share data with third parties for marketing without consent.
  • Full details can be found in our Privacy Policy.

13. Marketing & Photography Consent

  • With your express consent, we may take non-identifiable images of installations for promotional purposes.
  • No identifiable details (e.g., house numbers, car registrations) will be included.
  • Consent can be withdrawn at any time by contacting us.

14. 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.

15. Amendments to Terms

  • These Terms were last updated on 10/02/2025.
  • We reserve the right to update these Terms as necessary, with updates posted on our website.

16. Contact Information

📍 Above Security - 8A Forge Hill, Sheffield, S35 0GF
📧 Email: info@abovesecurity.co.uk
📞 Phone: 0114 2864145

17. Holidays

As a small, family-run business, we may have occasional closure periods throughout the year. We will inform any affected clients in advance wherever possible. During these times, we continue to accept new bookings and enquiries; however, support requests that require a call-out, complaints, and non-urgent communication will be handled upon our return.