Returns & Cancellation Policy

About This Policy

24-7 CCTV Security Ltd, trading as 247 CCTV, designs, supplies, installs and maintains security systems. Most of what we supply is equipment installed by our engineers, together with services such as maintenance and repairs, rather than goods sold online and posted out.

This policy explains how cancellations, returns and faults are handled. Terms for installation work are currently provided on the job sheet when the installation takes place. Nothing in this policy affects your statutory rights.

If You Are a Consumer

The rights in this section apply if you are buying as an individual, for purposes outside your trade, business or profession.

Your right to cancel

If you agree a contract with us away from our business premises – for example at your home after a site survey – or at a distance, such as by phone or email, you normally have the right to cancel within 14 days without giving a reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• Where the contract is only for services, the cancellation period normally ends 14 days after the day the contract is agreed.
• Where the contract is for the supply of equipment, including equipment we install, the cancellation period normally ends 14 days after the equipment is delivered to you.
• If you ask us to start work before the cancellation period ends and then cancel, you may have to pay for the work carried out up to the point you tell us you are cancelling.
• If a service is fully completed at your request before the cancellation period ends, you may lose the right to cancel it.
• Some exceptions apply, for example goods made to your specifications or clearly personalised.

How to cancel

To cancel, please tell us clearly before the cancellation period ends, using the contact details at the bottom of this page. It helps if you include your name, address and any quotation or job reference.

Refunds after cancelling

If you cancel within the cancellation period, we will refund any payments due to you as required by the Regulations, less any amount you have to pay for services already carried out at your request. Where equipment has already been delivered or installed, please contact us so we can agree how it will be returned or collected.

Installed or Specially Ordered Equipment

Much of the equipment we supply is chosen for a particular property and installed as part of the job. If you want to cancel or return equipment that has been installed, or ordered specifically for your job, please contact us to discuss it. What happens will depend on how and when the contract was made, whether any cancellation period has ended and whether any exceptions apply.

Services Already Carried Out

Services such as surveys, installation work, maintenance visits and repairs cannot be returned once they have been carried out. If you are unhappy with work we have done, please contact us as soon as possible so we can look into it. Your statutory rights are explained below.

Faulty Equipment or Work

If you are a consumer, the Consumer Rights Act 2015 gives you rights where:

• equipment we supply is not of satisfactory quality, not fit for purpose or not as described
• equipment we install is not installed correctly
• a service is not carried out with reasonable care and skill

If you think equipment we supplied is faulty or our work was not carried out properly, please contact us as soon as possible. Depending on the circumstances, you may be entitled to a repair or replacement, to have the work done again, a price reduction or a refund. For faulty goods, you normally have a short-term right to reject them within 30 days of delivery, or of installation where installation is part of the contract.

If You Are a Business Customer

The consumer rights described above do not generally apply to business contracts. Cancellations, returns and faults for business customers are dealt with under any terms agreed for the job and the law that applies to business contracts. Please contact us to discuss any concerns.

Maintenance Plans

Maintenance plans run under their own terms. As explained on our System Maintenance page, we require 45 days’ notice if you do not wish to renew.

Business CCTV Leasing

CCTV leasing is available to business customers only. Leasing agreements are provided through an outside third-party finance provider and are subject to credit approval. Cancelling or ending a leasing agreement is governed by the terms of that finance agreement.

Contact Us

To cancel, return equipment or report a fault, please contact us:

• Email: info@247cctv.co.uk
• Telephone: 01268 452602
• Post: 24-7 CCTV Security Ltd, Unit 3, Langdon Hills Business Square, Florence Way, Langdon Hills, Essex SS16 6AJ