Effective from: 1st May 2026
These terms and conditions apply to all work carried out by South Bank Alarms including installations, maintenance, servicing, monitoring, repairs, emergency call outs and any other security or fire safety related services. By engaging our services, you agree to be bound by these terms. Please read them carefully before signing any quotation or contract.
We are a fire and security systems company established in 1978. We hold SSAIB approval and our engineers are certified to BS5839 part 1 2025, BSEN50131, BS5266 and BS5306 as applicable to each service. Our terms are designed to protect both parties and comply with UK consumer and commercial contract law, the Consumer Rights Act 2015 and the Supply of Goods and Services Act 1982.
All quotations are valid for 30 days from the date of issue unless stated otherwise in writing. A quotation is not a binding contract until you sign and return our acceptance form or send written confirmation via email. Once accepted, the quotation becomes the contract price. No work will begin without your signed acceptance.
We reserve the right to amend a quotation if you request changes to the scope of work, if our site survey reveals additional requirements not visible during the initial assessment, or if material costs increase by more than 10% between quotation and installation start date. We will always notify you of any price change before proceeding.
For domestic customers, you have a 14 day cooling off period starting from the day after you sign the contract. You may cancel without penalty within this period by notifying us in writing. If you cancel after work has begun, you must pay for any goods or services already provided.
We install fire alarm systems to BS5839 part 1 2025, intruder alarm systems to BSEN50131, CCTV systems, access control systems and emergency lighting systems. All installations are carried out by SSAIB approved engineers. We will provide a certificate of compliance upon completion for systems that meet all relevant British Standards.
You agree to provide safe and unobstructed access to your premises during agreed working hours. You are responsible for moving furniture, clearing ceiling voids, providing power supply to control panels and ensuring no asbestos or hazardous materials are present in work areas. If our engineers encounter unsafe conditions, we reserve the right to stop work until the hazard is removed.
Our estimated installation timeframe is provided in good faith. Delays may occur due to site conditions, weather, supplier lead times or third party services (such as electricians or builders). We will keep you informed of any significant delays. We are not liable for consequential losses arising from reasonable delays outside our control.
Wireless systems are tested for signal strength during survey. If signal issues arise after installation due to changes in your building structure or new electronic interference, we will quote separately for additional boosters or wired alternatives. We do not guarantee wireless performance in buildings with dense concrete, metal cladding or commercial radio interference.
Maintenance contracts run for 12 months from the start date shown on your schedule. The contract automatically renews for successive 12 month periods unless either party gives written notice of termination at least 30 days before the renewal date. We will send you a renewal reminder before the notice period expires.
Our standard maintenance visit frequency is either six monthly or twelve monthly as selected by you. We will agree visit windows in advance. If you are not present for a scheduled visit, we will leave a calling card and attempt to reschedule. A failed visit fee of £[insert amount] plus VAT may apply for the second missed appointment.
Maintenance includes visual inspection, functional testing, battery checks, cleaning of detectors (fire alarms), and log book updating. It does not include repairs resulting from vandalism, accidental damage, power surges, lightning strikes, flooding, fire, theft of equipment, or modifications made by third parties. Those repairs will be quoted separately.
If your system fails between scheduled maintenance visits, call our 24 hour emergency line. Contract customers receive priority despatch and discounted call out rates. Non contract customers pay standard emergency rates as published on our website.
Remote alarm monitoring is provided 24 hours a day, 365 days a year through our accredited alarm receiving centre (ARC). Monitoring is subject to the ARC’s own terms, a copy of which is available on request. We act as your agent with the ARC but are not liable for ARC errors outside our reasonable control.
You must provide and maintain up to date keyholder details. At least three keyholders must be listed. Keyholders must be able to attend your premises within 20 minutes of receiving a call from the ARC. If no keyholder responds, we may instruct the ARC to call police or fire brigade at your cost. You are responsible for any false alarm charges levied by police or local authority.
Monitoring signals rely on your communication line (landline, 4G, dual path or IP). We are not liable for signal failure caused by your internet provider, mobile network outages, power cuts beyond eight hours, or third party damage to cables. We recommend dual path communicators to reduce this risk.
You may cancel monitoring services with 30 days written notice. No refund is given for part months already paid.
Our 24 hour emergency call out service operates for genuine security or fire system failures, confirmed break ins, fire activations or complete system outages. We do not attend routine programming changes, forgotten codes or user error during out of hours unless you agree to emergency rates.
An emergency call out fee of £ [] plus VAT applies for the first hour. Additional time is charged at £ [] plus VAT per half hour. Contract customers receive a reduced call out fee as stated in their maintenance agreement.
We aim to attend within 4 hours of your call for urban locations and within 6 hours for rural locations. These are targets not guarantees. Adverse weather, major incidents or high volume of calls may increase response time. We will keep you updated.
If our engineer attends and finds no fault with the system (for example, a false alarm caused by user error or environmental factors), the call out fee remains payable. If we cannot repair the system on the first visit because parts are required, we will quote for parts and arrange a return visit at no additional call out charge.
Payment is due as follows unless otherwise agreed in writing:
All prices exclude VAT at the applicable rate. We accept bank transfer, credit card, debit card and business cheque. Personal cheques may delay clearance by 5 working days.
Late payment incurs interest at 8% above the Bank of England base rate calculated daily under the Late Payment of Commercial Debts (Interest) Act 1998. We also reserve the right to suspend monitoring, maintenance or warranty cover on overdue accounts until payment is made in full. Suspension does not relieve you of your payment obligation.
We warrant that all new equipment installed by us will be free from defects in materials and workmanship for a period of 12 months from the date of installation. This warranty covers parts and labour for genuine manufacturer faults. It does not cover consumables (batteries, bulbs, fuses), damage caused by misuse, neglect, vandalism, power surges, lightning, flooding, fire, theft, or attempted repair by unauthorised persons.
Batteries have a warranty of 12 months from installation except for emergency lighting batteries which have a 12 month warranty. After 12 months, batteries are considered consumable items and are chargeable.
Our total liability to you for any claim arising from these terms or from our services is limited to the total amount you paid us in the 12 months preceding the claim. We are not liable for any indirect or consequential losses including but not limited to loss of profits, loss of business, loss of data, theft, fire, injury or death, except where caused by our gross negligence.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded by law.
You are responsible for the following:
Failure to meet these responsibilities may void warranty cover and may incur additional charges for remedial work.
Either party may terminate a service contract with 30 days written notice. For installation contracts, termination before completion entitles us to charge for all work done and materials purchased on your behalf.
We may terminate any contract immediately by written notice if:
Upon termination, you must pay all outstanding invoices and return any equipment belonging to us (such as loaner panels or tools). We will retrieve our equipment within 14 days by prior arrangement.
We are not liable for delay or failure to perform our obligations if the delay or failure results from circumstances beyond our reasonable control including but not limited to: fire, flood, storm, lightning, pandemic, government restrictions, strikes, supplier failure, telecommunications outage, power grid failure, terrorism, war, or civil unrest.
If a force majeure event continues for more than 30 days, either party may terminate the affected contract by written notice without penalty.
If you are unhappy with any aspect of our service, please contact us in writing. We will acknowledge your complaint within 3 working days. We will investigate fully and provide a written response within 14 working days. If we need more time, we will tell you why and give a revised date.
If you are not satisfied with our final response, you may refer the complaint to the relevant ombudsman or to the SSAIB dispute resolution service. For fire safety related disputes, you may also contact your local fire authority. This does not affect your legal right to take court action.
These terms constitute the entire agreement between you and us. Any previous representations, brochures or verbal statements are superseded by this written contract.
We may amend these terms from time to time. For major changes, we will notify you at least 30 days in advance. Minor changes (such as contact details or regulatory references) may be made without notice. The latest version is always available on our website.
If any provision of these terms is found to be unenforceable by a court, the remaining provisions remain in full force and effect.
These terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If you have any questions about this privacy policy or how we handle your data, please contact us using the following details.
South Bank Alarms
United Kingdom
