Terms and Conditions

Cobra Fire and Security Ltd

Terms and Conditions

Definitions

• “Company” means Cobra Fire and Security Ltd, registered in England & Wales (13124959).
• “Customer” means any person, business or organisation purchasing goods or services from the Company.
• “System” means any fire, intruder, CCTV, access control, AOV, intercom or related equipment supplied, installed or maintained by the Company.
• “Services” means installation, maintenance, monitoring, support or any associated works carried out by the Company.
• “Handover” means the date a Completion Certificate is issued and/or the system is delivered, commissioned and made available for use.
• “Commencement Date” means the start date of any maintenance or monitoring service.
• “Enabled Date” means the date third-party monitoring or communication services are activated.
• “Normal Working Hours” means 08:00–17:00 Monday to Friday, excluding UK Public Holidays.
• “ARC/RVRC” means the Alarm Receiving Centre/Remote Video Response Centre used by the Company.

1. Working Arrangements

2. All work is carried out during Normal Working Hours unless agreed otherwise in writing.
3. Out-of-hours work is chargeable at the Company’s prevailing enhanced rates.
4. The Customer must ensure safe and unobstructed access to all work areas. Delays caused by access restrictions may be chargeable.

 

2. Company Obligations

• Provide goods and services to a professional standard and within a reasonable timescale.
• Comply with any maintenance agreement, warranty or service level agreement provided payment is up to date.
• Carry out responsive and preventative maintenance in accordance with the relevant British Standards and agreed SLA.
• Investigate any customer complaint promptly.
• Use reasonable endeavours to rectify system faults.

Note: No system can guarantee detection, activation or reporting of all events at all times.

3. Customers Obligations

The Customer agrees to:

• Pay all invoices in full upon delivery, completion, Handover or maintenance renewal unless a written payment schedule exists.
• Take reasonable care of the System and operate it strictly in accordance with manufacturer instructions.
• Not alter, move, damage or permit others to interfere with the System. Doing so voids warranties and limits the Company’s liability.
• Ensure only authorised personnel operate the System.
• Maintain appropriate insurance to cover potential losses arising from system failure or interruption.
• Provide written notice of cancellation within 10 working days of signing; after this, a cancellation fee of 5% of the total order value applies.

Special-order equipment, bespoke items, or work already completed remain fully chargeable in addition to the cancellation fee.

• Enter a minimum 12-month maintenance agreement from the Commencement Date.
• Notify the Company of any changes to ownership, tenancy or occupation of the premises.
• Cancel scheduled appointments by:

1. 2:30pm the day prior (for AM slots)
2. 10:00am on the day (for PM slots)

Failure to do so will incur a standard call-out charge.

• Provide access for maintenance. If access is not provided, the visit is chargeable.
• Accept that unpaid invoices beyond 30 days may be referred to debt recovery.

4. Limits of Liability

The following provisions set out the entire liability of the Company, its servants or agents in respect of any breach of its contractual obligations or failure to perform under this agreement and any representation, statement, tortuous act or omission including negligence arising from or in connection with this agreement. This would be referred to as a default event. The system and services provided by the company are designed and intended to minimise the risk to the customer of suffering loss or damage for the purpose which it has been specified but no guarantee can be given that the system will detect, activate, or report correctly at all times, under all conditions. The company has no detailed knowledge of the nature or value of the contents on the customers protected premises for which the system(s) has been specified and in which the system is to be installed. The customer does (or should) know the nature or extent of the value of the contents and any risk on the premises to be protected and agrees that since the potential loss or damages the customer might suffer is likely to be disproportionate to the sum that can reasonably be charged by the company, and taking into consideration the opportunity afforded to the customer by the company under this agreement to inform the company of such risk and thereby agree in writing an increase in the limits of any liability set out in these terms and conditions, the customer agrees it is reasonable for the company to limit or exclude its liability.

Cobra Fire and Security Ltd will use all reasonable endeavours to rectify faults to the system and for the warranty period the customer will not be charged for the cost of labour and materials except where the following occur:

• faults resulting from a break-in or attempted break-in
• mains power failure
• lightning, flooding or Acts of God
• fire
• incorrect or misuse by the customer or other party – signalling line fault or damage
• physical damage to equipment

When the warranty period expires any repairs or parts necessary will be advised to the customer, and then charged at prevailing labour, materials and call-out rates.

Furthermore, the customer agrees to:

• Adequately insure against all loss and risks that the customer could reasonably suffer as a result of the failure of the system and:
• The customer agrees to negotiate and agree with the company in writing any changes to the level of liability set by the company, in these terms and conditions, where it is identified by the customer or their insurers the limits of liability set by the company does not meet the requirements of the customer or their insurers.
• The customer therefore agrees to the company’s limits of liability being limited or excluded as set out herein.

The company accepts liability for claims of negligence or breach of contract (where the company is liable for such breach) outlined in the certificate of insurance which is available upon request.

• The company shall not be liable in respect of any event of default for loss of profits, goodwill or any type of special indirect or consequential loss even if such loss was foreseeable by the company and/or the company had been advised of the possibility of the customer incurring the same.
• The company shall not be liable for any losses incurred by the customer resulting from the failure of any third party transmission methods or systems preventing or delaying generated alarm signal transmission.
• The company shall maintain Fire systems in compliance with FIA/BAFE requirements installed on customer’s premises by a third party company but shall not be liable for any losses suffered by the customer or any other party howsoever caused resulting from the failure of a Fire system to perform correctly where the reason for such failure resulted from a failure by a third party person or third party company to correctly specify, design, install or maintain the fire system installed on the customer’s premises to an approved FIA/BAFE design or compliant standard, even if the Company could have reasonably foreseen such a failure at the time of the system takeover or maintenance. The customer agrees to indemnify the company against any such losses.

5. Payment Terms

5.1 Standard Payment Terms

• Residential Customers: 7 days from invoice date
• Commercial Customers: 30 days from invoice date

Unless otherwise agreed in writing.

5.1 Monitoring & Third-Party Services

Monitoring charges are payable 12 months in advance from the Enabled Date.

These charges are non-refundable because the Company is billed annually in advance by network providers.

5.3 Maintenance Charges

Maintenance fees are payable 12 months in advance from the Commencement Date and are non-refundable within the first 12-month period.

5.4 Late Payment

If payment is not received by the due date, the Company may apply:

• Statutory interest: Bank of England base rate + 8%
• Late payment compensation: £40–£100 per invoice

(Under the Late Payment of Commercial Debts Act 1998)

Debts may be referred to collection agencies.

6. Force Majeure

The Company is not liable for delays caused by events outside its control, including but not limited to: industrial action, war, riot, government action, pandemic, supply-chain disruption, fire, flood or natural disasters.

7. Termination for Breach of Agreement

If the customer shall commit any breach of this agreement or any payment shall be in arrears more than 30 days the company may forthwith, by notice in writing to the customer, determine this agreement without prejudice to its right to recover any sum of money due to the company here under through legal action and the company thereupon at its discretion be entitled to terminate any other agreement that may exist with the customer.

8. Termination Notice

• After the initial 12-month period, either party may terminate with 3 months’ written notice.
• The Company may terminate immediately if:

1. The Customer breaches the agreement
2. Payments are overdue by more than 30 days
3. The Customer enters liquidation, bankruptcy or administration
4. The Company loses permissions to transmit monitoring signals
5. Unsafe site conditions prevent work

• The Company may at its discretion provide a pro-rata refund for unused pre-paid services once all invoices are settled.

9. Duration of Agreement

This agreement runs for a minimum of 12 months and automatically renews yearly unless terminated under clause 8.

If services continue for 21 days without a signed contract, this agreement is deemed accepted.

10. Title of Goods

Until such time as the customer has paid all sums due to the company under this agreement, title to all equipment shall remain in the company, and such equipment shall be at the customers own risk once delivered to the customer’s premises. Without prejudice to any other rights which the company may have, the company may repossess, re-sell or trace any equipment or the proceeds of sale in the customers hands or in the hands of any Trustee in bankruptcy, Liquidator or Receiver at any time after any payment has become due or immediately upon or after the commencement of any proceedings involving the customer; for such purpose the company’s servants or agents may enter the premises of the customer where the company has reason to believe any such goods are.

11. Remote Monitoring

11.1 Monitoring is provided by the Company’s appointed ARC.

11.2 Police Response requires a valid URN under NPCC policy.

11.3 The Customer authorises ARC alarm filtering and indemnifies the Company for losses arising from filtered signals.

11.4 Excess false alarms may result in withdrawal of Police/Fire Brigade response.

12. Warranty

12.1 All new equipment supplied and installed by the Company carries a 12-month hardware warranty from Handover, subject to full payment.

12.2 Warranty excludes:

1. Consumables (batteries, HDDs, data storage, lamps)
2. Customer misuse, damage, neglect or third-party interference
3. Weather, lightning, flooding or other Acts of God
4. Vandalism, break-ins, accidental damage or power surges

12.3 Warranty repairs caused by excluded events will be chargeable.

12.4 Repaired/replaced parts carry a 3-month warranty.

13. Maintenance

13.1 The Company will carry out maintenance per British Standards (e.g., BS 5839-1, BS 5839-6, BS 5306, BS 4737, BS EN 50131, etc).

13.2 Missed appointments caused by the Customer are chargeable.

13.3 The Customer must report faults promptly.

13.4 Maintenance automatically renews each year unless cancelled under clause 8.

14. Exclusions

The services provided under this agreement do not cover:

• Costs to replace or repair to any item of equipment that is obsolete.
• Costs to replace consumable items, portable devices, batteries, computer hard drive discs, data storage cards or portable data storage devices.
• Cosmetic damage or any other damage or defect caused by misuse, neglect, use in violation of instructions, interference or repair by a third party or an act of God.
• Costs of service visits or repairs relating to damage or faults arising from the mis-operation of the system by the customer or any other person, vandalism, storm, flood, intruder damage, customer error or other circumstances beyond the reasonable control of the company.

15. Variations

No terms, representations, additions or variations other than those embodied in this agreement shall be binding upon the company unless accepted by the company in writing. The agreement shall be constructed in accordance with the Laws of England.

16. General (Additional Clause)

• Data Protection: The Company will process Customer data per UK GDPR and the Data Protection Act 2018. Details are available in our Privacy Policy at https://cobrafireandsecurity.co.uk/privacy-policy/

17. General

• Quotations are valid for 30 days unless stated otherwise.
• Customer must obtain required consents/permissions for installation.
• The Company may subcontract works without notice.
• Customer may not assign rights without written permission.
• Third-party rights under the Contracts (Rights of Third Parties) Act 1999 are excluded.

Copies of these Terms and Conditions for Cobra Fire and Security Ltd are available for downloading from www.cobrafireandsecurity.co.uk or by request in writing to the company.

These Terms and Conditions of Trading are revised and issued 10th December 2025 and replace any previously issued terms of trading

Cobra Fire and Security Ltd Reg No: 13124959

Revision: Date: 10.12.25