Security Packages Terms and Conditions

Smart Home Security Package – Terms & Conditions

These terms apply to all Smartstart smart home security packages unless otherwise agreed in writing.

1. Package Scope

Each package includes the devices and services outlined on the relevant package page at the time of purchase.

Packages are designed as fixed-scope offerings to keep pricing clear and affordable.

Any additional devices, changes, or bespoke work requested outside the package scope may be quoted separately.

2. Installation & Labour

Installation is included for standard residential properties within our service area which includes Surrey and Sussex.

Packages assume:

If unexpected complications arise (e.g. unsafe access, unusual construction, non-standard mounting), we will discuss options before proceeding.

3. Power & Connectivity Requirements

Smart home systems require:

It is the customer’s responsibility to ensure Wi-Fi coverage and internet connectivity are suitable. We’re happy to advise if upgrades may be needed.

4. What’s Not Included

Unless explicitly stated, packages do not include:

5. Apple Home & Third-Party Platforms

Where supported, systems may be connected to Apple Home or other smart home platforms.

Some advanced features may remain within the manufacturer’s own app due to platform limitations. We’ll always explain this clearly during setup.

6. Privacy & Camera Use

Indoor cameras are not included by default in our family security packages.

Outdoor devices such as video doorbells provide external surveillance only. Customers remain in full control of camera settings and privacy options.

7. Pets & Motion Detection

Motion sensors are selected and positioned to reduce false alerts from pets.

However, no system can guarantee zero false triggers. Correct placement and configuration will be discussed during installation.

8. Warranty & Support

All devices are covered by the manufacturer’s warranty.

Installation workmanship is supported by Smartstart. If issues arise relating to installation, we’ll work with you to resolve them promptly.

Ongoing changes, additional devices, or reconfiguration after installation may be chargeable.

9. Payment & Booking

Full payment (or agreed deposit) is required prior to installation unless otherwise agreed.

Installation dates are confirmed once payment and availability are agreed.

10. Cancellations

Cancellations made before installation may be subject to:

We aim to be fair and transparent in all cases.

11. Returns

We accept returns for faulty items within the first 30 days after installation, after this period, we reserve the right to offer a repair or a refurbished item. Removal and replacement will not incur a fee if the item is deemed faulty within the manufacturers guarantee period.
We do not accept returns on items once they have been set up or installed, but do offer returns within 14 days of your purchase if the items have not been installed or set up. We may need to charge a restocking fee of 20%.

We aim to be fair and transparent in all cases.

12. Service Area

Our packages are available to customers within our normal service area. If you’re unsure whether you’re covered, please contact us before purchasing.

If you have any questions or concerns about our terms ad conditions, please contact us.