Terms & Conditions

This document is structured in three parts: Part A applies to all Clients; Part B contains additional terms applicable to Commercial Clients only; Part C contains additional terms applicable to Residential (Consumer) Clients only. Where any conflict exists between Part A and Parts B or C, the more specific provision in Part B or Part C (as applicable) shall prevail.

If you have any questions about these Terms and Conditions, please contact us at 0800 634 3475 or hello@guardian-edge.co.uk before proceeding.

PART A — TERMS APPLICABLE TO ALL CLIENTS

1. Definitions and Interpretation

In these Terms and Conditions, the following definitions apply:

Client: Any person, business, company, or organisation that engages Guardian Edge Limited for the provision of Services, whether on a commercial or residential basis. Where the Client is an individual acting outside the course of a trade, business, craft or profession, they shall be treated as a Consumer for the purposes of these Terms.

Commercial Client: A Client that is a business, company, partnership, sole trader, or other legal entity entering into this agreement in the course of a trade or business.

Residential Client / Consumer: A Client who is a natural person acting wholly or mainly outside the course of a trade, business, craft, or profession, as defined under the Consumer Rights Act 2015.

Company: Guardian Edge Limited, registered in England and Wales under company number 11116839, registered office at 5th & 6th Floors, Princess House, Princess Way, Swansea, SA1 3LW.

Contract: The legally binding agreement between the Company and the Client for the provision of Services, formed in accordance with Clause 5 of these Terms.

Services: All fire, security, and maintenance works and services provided by the Company to the Client, including but not limited to fire alarm installation, fire alarm maintenance, fire suppression systems, intruder alarm installation and maintenance, CCTV installation and maintenance, access control systems, keyholding services, manned guarding, and general property maintenance, as specified in the Order.

Goods: Any equipment, materials, components, or products supplied by the Company in connection with the Services.

Order: The Client’s formal request for Services, whether submitted via the Company’s website, by telephone, in writing, or by acceptance of a quotation.

Fees: The charges payable by the Client for the Services and/or Goods as set out in the quotation, price list, or order confirmation.

Delivery Location: The premises at which the Services are to be performed, as specified in the Order.

Responsible Person: As defined under Article 3 of the Regulatory Reform (Fire Safety) Order 2005, being the person responsible for ensuring compliance with fire safety legislation in respect of the relevant premises.

Maintenance Contract: A recurring service agreement under which the Company provides periodic inspection, testing, and maintenance of fire and/or security systems at agreed intervals.

Force Majeure Event: Any event beyond the reasonable control of a party, including but not limited to acts of God, war, terrorism, riots, fire, floods, pandemics, industrial disputes, or failure of third-party suppliers or utilities.

2. About the Company

2.1 Guardian Edge Limited is a company registered in England and Wales under company number 11116839. Our registered office is at 5th & 6th Floors, Princess House, Princess Way, Swansea, SA1 3LW.

2.2 The Company provides fire detection and alarm systems, fire suppression systems, intruder alarms, CCTV, access control, keyholding, manned security, and property maintenance services across commercial and residential properties.

2.3 The Company operates in compliance with all applicable legislation governing the provision of fire and security services, including but not limited to the Regulatory Reform (Fire Safety) Order 2005, the Fire Safety Act 2021, the Fire Safety (England) Regulations 2022, and the Private Security Industry Act 2001.

2.4 Where the Company provides licensable security activities, all relevant operatives hold valid Security Industry Authority (SIA) licences as required under the Private Security Industry Act 2001. Confirmation of SIA licence details is available upon request.

2.5 The Company’s contact details are:

• Telephone: 0800 634 3475;

• Email: hello@guardian-edge.co.uk;

• Compliance enquiries: compliance@guardian-edge.co.uk.

3. Acceptance of Terms

3.1 These Terms and Conditions govern all contracts between the Company and the Client for the provision of Services and/or Goods. No other terms shall apply unless expressly agreed in writing by a director of the Company.

3.2 The Client shall be deemed to have accepted these Terms and Conditions, provided they have been brought to the Client's attention before formation of the Contract and properly incorporated into it, upon the occurrence of any of the following:

• 3.2.1 Submission of an Order for Services following receipt of a quotation incorporating these Terms and Conditions;
• 3.2.2 Acceptance of a quotation provided by the Company where these Terms and Conditions have been made available to the Client;
• 3.2.3 Permitting the Company or its representatives to commence any Services at the Delivery Location, where the Client has previously been given reasonable notice of these Terms;
• 3.2.4 Making any payment to the Company in connection with Services, where the applicable Terms have previously been brought to the Client's attention; or
• 3.2.5 Any other conduct that objectively demonstrates acceptance of these Terms and Conditions in circumstances where the Client has been given reasonable notice of them.

3.3 No formal signature is required for these Terms and Conditions to be legally binding. Acceptance may be established electronically, in writing, or through conduct as described in Clause 3.2. Acceptance of these Terms and Conditions does not, by itself, constitute formation of a binding Contract. Contract formation shall occur in accordance with Clause 5.

3.4 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Order shall apply to that Contract. Clients are encouraged to review the current version of these Terms prior to each new engagement.

4. Quotations and Estimates

4.1 Any quotation provided by the Company shall remain valid for a period of 30 days from the date of issue, unless expressly stated otherwise or withdrawn earlier by the Company.

4.2 Quotations are based on information provided by the Client at the time of enquiry. The Company reserves the right to revise a quotation where, upon attending site or receiving additional information, the scope of works differs materially from that originally described.

4.3 Quotations issued to Commercial Clients shall be exclusive of Value Added Tax (VAT), unless expressly stated otherwise, with VAT charged at the applicable rate.

Quotations issued to Residential Clients / Consumers shall clearly state the total price inclusive of VAT and all mandatory charges. Where the total price cannot reasonably be calculated in advance, the Company shall clearly explain how the price will be calculated and identify any additional charges that may apply, in accordance with applicable consumer protection legislation.

4.4 A quotation does not constitute an offer capable of acceptance so as to form a binding contract. A binding Contract is formed only in accordance with Clause 5.

4.5 Estimated timescales provided by the Company are given in good faith but are not guaranteed unless expressly stated as fixed in writing.

5. Formation of Contract

5.1 Formation of Contract

The Client's submission or electronic acceptance of a quotation constitutes an Order requesting the Company to supply the Goods and/or Services specified.

Unless the Company expressly states otherwise, no binding Contract shall be formed merely by the Client submitting an Order or electronically acknowledging these Terms.

A binding Contract shall be formed upon the earliest of:

• (a) The Company issuing written or electronic confirmation expressly accepting the Order;

• (b) The Company commencing performance of the Services pursuant to the Order; or

• (c) The Company delivering Goods pursuant to the Order.

An automated acknowledgement that an Order has been received shall not, by itself, constitute acceptance of the Order by the Company.

Any acceptance, confirmation or commencement of performance remains subject to applicable consumer protection legislation.

5.2 The Company reserves the right to decline any Order at its absolute discretion. Where an Order is declined, the Company will notify the Client promptly and any payments received will be refunded in full.

5.3 Where Services are to be provided on a recurring basis under a Maintenance Contract, the terms of such contract (including frequency of visits, scope of works, and fees) shall be as set out in the relevant written agreement. In the absence of a separate written agreement, these Terms shall apply.

5.4 Any amendments to a Contract after formation must be agreed in writing by both parties. Verbal amendments shall not be binding on the Company.

6. Scope and Provision of Services

6.1 The Company shall provide the Services as described in the Order with reasonable skill and care in accordance with the Supply of Goods and Services Act 1982 and, where the Client is a Consumer, the Consumer Rights Act 2015.

6.2 The Company shall carry out all Services in compliance with all applicable legislation, regulations, and relevant British Standards, including but not limited to:

• 6.2.1 The Regulatory Reform (Fire Safety) Order 2005;
• 6.2.2 The Fire Safety Act 2021;
• 6.2.3 The Fire Safety (England) Regulations 2022;
• 6.2.4 The Building Safety Act 2022, where applicable to higher-risk buildings;
• 6.2.5 The Private Security Industry Act 2001;
• 6.2.6 BS 5839 (fire detection and alarm systems);
• 6.2.7 BS 5306 (fire extinguishing installations and equipment);
• 6.2.8 BS EN 50131 (intruder and hold-up alarm systems);
• 6.2.9 The Electricity at Work Regulations 1989;
• 6.2.10 The Working at Height Regulations 2005; and
• 6.2.11 Any other standards or regulations applicable to the specific Services being provided.

6.3 The Company’s provision of fire or security Services does not transfer, discharge, or diminish the statutory duties of the Responsible Person under the Regulatory Reform (Fire Safety) Order 2005 or any other applicable legislation. The Client, as Responsible Person (or building owner/occupier), remains legally responsible for ensuring ongoing compliance with all applicable fire safety obligations.

Important: Installation or maintenance of a fire or security system by the Company does not fulfil the Client’s independent statutory obligations. The Client must ensure they understand and comply with their own legal duties as Responsible Person.

6.4 The Company reserves the right to make modifications to the Services where necessary to comply with applicable legal requirements, safety standards, or changes in regulation. The Client will be notified of any such changes that materially affect the nature or quality of the Services.

6.5 Descriptions of Services and Goods on the Company’s website, catalogues, or promotional materials are for illustrative purposes only and do not form part of the Contract unless expressly incorporated.

7. Fire Safety — Specific Provisions

7.1 Where the Company installs, commissions, or maintains a fire detection or alarm system, the Client acknowledges that:

• 7.1.1 The system is designed and installed to provide detection and warning capability only and does not guarantee the prevention of fire or the safety of occupants;
• 7.1.2 The Client remains responsible for ensuring adequate means of escape, fire risk assessments, and compliance with all fire safety legislation applicable to the premises;
• 7.1.3 The Client must not tamper with, disable, isolate, or modify any installed fire system without the prior written consent of the Company; doing so may render the system non-compliant and void any associated warranty;
• 7.1.4 Regular testing and maintenance of fire systems is a legal requirement and the Client is responsible for arranging such maintenance whether through the Company or a suitably qualified third party.

7.2 For premises subject to the Building Safety Act 2022 (higher-risk residential buildings over 18 metres or 7 storeys), the Client acknowledges their obligations under that Act, including in relation to the golden thread of building information and the appointment of a Building Safety Manager, and confirms that any works carried out by the Company will be notified to the relevant Building Safety Regulator where required by law.

7.3 Upon completion of any fire system installation or commissioning works, the Company shall provide the Client with commissioning certificates, as-built drawings, operation and maintenance manuals, and relevant test records as appropriate to the applicable British Standard. Provision of such documentation is a condition of the Company’s warranty obligations.

7.4 The Company shall not be liable for any failure of a fire system arising from the Client’s failure to maintain the system in accordance with manufacturer recommendations, applicable standards, or the Company’s written instructions. The Company’s liability for any system failure is further limited by Clause 15.

8. Security Services — Specific Provisions

8.1 Where the Company provides manned security, keyholding, or other licensable security activities, all operatives engaged in such activities hold valid SIA licences appropriate to the activity being undertaken under the Private Security Industry Act 2001.

8.2 Where the Company installs or maintains CCTV systems, the Client acknowledges that:

• 8.2.1 The Client, as the operator of the CCTV system, is responsible for compliance with all applicable data protection legislation including the UK GDPR, the Data Protection Act 2018, and the ICO’s Surveillance Camera Code of Practice under the Protection of Freedoms Act 2012;
• 8.2.2 The Client must register with the Information Commissioner’s Office (ICO) as a data controller where required by law;
• 8.2.3 The Client is responsible for ensuring appropriate signage is in place at the premises to inform visitors that CCTV is in operation;
• 8.2.4 The Company will not be liable for any regulatory action, fine, or claim arising from the Client’s failure to comply with data protection legislation in operating the CCTV system.

8.3 Where the Company holds Access Materials (keys, fob devices, alarm codes, or other access credentials) in connection with keyholding services, the Company shall maintain such Access Materials securely and shall only use them for the purposes authorised by the Client. The Client must notify the Company immediately of any change to access arrangements, alarm codes, or site security measures.

8.4 The Client must not request or instruct the Company to undertake any security activity that would require an SIA licence where such a licence is not held. Any such request will be refused and the Company shall bear no liability for any loss arising from such refusal.

9. Maintenance Contracts

9.1 Where the Company provides Services under a Maintenance Contract, the following additional terms apply.

9.2 The frequency and scope of maintenance visits shall be as agreed in writing at the time of entering into the Maintenance Contract.

For Commercial Clients, unless otherwise expressly agreed, Maintenance Contracts shall continue for an initial fixed term of twelve (12) months from commencement and shall thereafter renew automatically for successive twelve (12) month periods unless either party gives not less than thirty (30) days' written notice before the relevant renewal date.

For Residential Clients / Consumers, the initial term and renewal arrangements shall be governed by Clause 9.7.

9.3 The Company reserves the right to review Maintenance Contract fees annually.

For Commercial Clients, the Company shall provide not less than thirty (30) days' written notice of any proposed price increase before that increase takes effect. Where the increase is not acceptable, the Commercial Client may terminate the Maintenance Contract by written notice within fourteen (14) days of receiving notification, with termination taking effect immediately before the proposed increase.

For Residential Clients / Consumers, any price adjustment shall be subject to Clause 9.7 and applicable consumer protection legislation.

9.4 Emergency callout services outside of scheduled maintenance visits may be subject to additional charges at the Company's then-current callout rates. The Client will be advised of applicable rates prior to any chargeable callout being undertaken, where practicable.

9.5 The Client's obligations under a Maintenance Contract include:

• 9.5.1 Providing the Company with reasonable access to the premises at agreed times;
• 9.5.2 Notifying the Company promptly of any fault, defect, or unusual behaviour of any installed system;
• 9.5.3 Not undertaking or commissioning alterations, modifications or repairs to installed systems without notifying the Company where such works may affect the Company's maintenance obligations, warranties or the safe operation of the systems. Nothing in this Clause prevents the Client from engaging a suitably competent third party or taking necessary emergency safety measures;
• 9.5.4 Keeping a log of any system activations, faults, or test results as required by applicable legislation or standards.

9.6 The Company shall not be liable to the extent that a system failure or resulting loss is caused by the Client's failure to comply with Clause 9.5, damage caused by third parties, adverse environmental conditions, power surges or events outside the Company's reasonable control, provided that nothing in this Clause excludes or restricts liability which cannot lawfully be excluded or restricted.

9.7 Residential Client / Consumer Maintenance Contracts

9.7.1 Where the Client is a Residential Client / Consumer, the initial minimum contractual term, scope of maintenance, service charges, renewal arrangements and cancellation procedure shall be clearly communicated before the Contract is concluded.

9.7.2 Unless otherwise expressly agreed, the initial Maintenance Contract term shall be twelve (12) months from commencement.

9.7.3 Following expiry of the initial twelve (12) month term, the Maintenance Contract shall continue on a rolling monthly basis, unless the Consumer has expressly agreed to a different lawful renewal arrangement.

9.7.4 During any rolling monthly period, the Consumer may terminate the Maintenance Contract by giving not more than thirty (30) days' written notice, without incurring an early termination penalty. Fees properly due for Services supplied up to the effective termination date shall remain payable.

9.7.5 The Company shall provide reasonable advance notice before expiry of the initial contractual term, explaining the proposed renewal arrangements, applicable charges and the procedure for cancellation.

9.7.6 Any proposed increase in Maintenance Contract fees shall be communicated to the Consumer in writing at least thirty (30) days before the increase is due to take effect.

Unless the Consumer expressly agrees otherwise, the Company shall not impose a discretionary price increase during an agreed fixed-price minimum term.

Where a price increase is proposed for a subsequent contractual period, the Consumer shall have the right to terminate before the increase takes effect without incurring a cancellation penalty.

9.7.7 Any early termination charge during an agreed minimum term shall be subject to Clause 13.6 and applicable consumer protection legislation and shall not exceed an amount which is fair, proportionate and legally recoverable.

9.7.8 Nothing in this Clause shall limit or exclude any statutory cancellation rights under Clause 31 or any other rights or remedies that cannot lawfully be excluded.

9.7.9 Where additional statutory requirements apply to the renewal, cancellation or administration of consumer subscription contracts, the Company shall comply with those requirements to the extent applicable.

10. Client Obligations — General

10.1 The Client shall cooperate fully with the Company in all matters relating to the Services, including:

• 10.1.1 Granting safe and timely access to the Delivery Location and all areas necessary for performance of the Services;
• 10.1.2 Providing accurate and complete information necessary for the Company to perform the Services;
• 10.1.3 Ensuring that the Delivery Location is safe and suitable for the Company’s operatives to work in compliance with all applicable health and safety legislation;
• 10.1.4 Obtaining all necessary permissions, consents, licences, and approvals required for the performance of the Services (unless expressly agreed otherwise);
• 10.1.5 Notifying the Company of any hazards, restricted areas, or special requirements applicable to the Delivery Location prior to commencement of works.

10.2 Where the Services are to be carried out on occupied premises, the Client shall ensure that all occupants are informed of the works and that appropriate arrangements are made to minimise disruption. Where any fire or security system must be taken offline during works, the Client shall ensure that alternative fire or security arrangements are in place during the period of isolation.

10.3 Failure by the Client to comply with their obligations under Clause 10.1 or 10.2 shall entitle the Company to:

• 10.3.1 Suspend performance of the Services until the failure is remedied;
• 10.3.2 Charge the Client for any wasted costs, abortive visits, or additional expenses arising from the Client’s failure; and
• 10.3.3 Terminate the Contract in accordance with Clause 17 where the failure amounts to a material breach.

10.4 The Client is solely responsible for ensuring that their use of any system installed or maintained by the Company complies with all applicable legislation, regulations, and insurance requirements. The Company shall not be liable for any regulatory penalty, insurance claim denial, or third-party loss arising from the Client’s failure to meet their own legal obligations.

11. Goods — Supply and Conformity

11.1 All Goods supplied by the Company shall, at the point of delivery:

• 11.1.1 Be of satisfactory quality within the meaning of the Sale of Goods Act 1979 and, for Consumers, the Consumer Rights Act 2015;
• 11.1.2 Be fit for any particular purpose made known to the Company prior to the Order, to the extent the Client has relied on the Company’s skill and judgment;
• 11.1.3 Correspond with their description as provided by the Company.

11.2 The Company shall not be liable for non-conformity of Goods attributable to materials, specifications, or information provided by the Client.

11.3 Risk of loss or damage to Goods passes to the Client upon delivery. Title to the Goods shall not pass to the Client until payment in full has been received by the Company for all outstanding amounts owed by the Client.

11.4 Until title passes, the Client shall:

• 11.4.1 Hold the Goods as the Company’s bailee and store them separately from other goods so they remain identifiable as the Company’s property;
• 11.4.2 Not remove, deface, or obscure any identifying marks on the Goods;
• 11.4.3 Maintain the Goods in satisfactory condition and keep them insured at full replacement value.

11.5 In the event of the Client’s insolvency or failure to pay, the Company may, without notice, enter the Client’s premises to recover any Goods in which title remains with the Company.

11.6 Where Goods are supplied with a manufacturer’s warranty, the Company shall pass the benefit of that warranty to the Client without undue delay. Manufacturer warranty terms, duration, and territorial extent shall be as set out in the documentation accompanying the Goods. Such warranty is supplemental to and does not affect the Client’s statutory rights.

12. Fees, Invoicing, and Payment

12.1 Fees for Services and Goods shall be as set out in the Company's quotation, Order confirmation or applicable Contract schedule.

For Commercial Clients, Fees are exclusive of Value Added Tax (VAT) unless expressly stated otherwise, with VAT charged at the applicable rate.

For Residential Clients / Consumers, all prices shall be presented inclusive of VAT and any mandatory charges. Where the total price cannot reasonably be calculated in advance, the Company shall clearly explain how it will be calculated and identify any additional charges that may apply, in accordance with applicable consumer protection legislation.

12.2 The Company shall invoice the Client upon completion of the relevant Services or stage of works, or as otherwise agreed in writing. Invoices shall be submitted electronically to the email address provided by the Client.

12.3 Payment terms are as follows unless a credit facility has been expressly authorised in writing by the Company’s senior management:

• 12.3.1 For Residential Clients: payment is due immediately upon receipt of invoice;
• 12.3.2 For Commercial Clients: payment is due within 30 days of the invoice date, subject to Clause 12.4.

12.4 The Company reserves the right to review and revoke any agreed credit facility at any time in the event of late payment, breach of contract, or material change in the Client’s financial circumstances. The Client will be given reasonable notice of any such revocation.

12.5 In the event of late payment by a Commercial Client, the Company reserves the right to:

• 12.5.1 Charge statutory interest at the rate of 8% per annum above the Bank of England base rate, pursuant to the Late Payment of Commercial Debts (Interest) Act 1998;
• 12.5.2 Claim fixed debt recovery costs as prescribed under the Late Payment of Commercial Debts (Interest) Act 1998 (currently £40 for debts under £1,000, £70 for debts between £1,000 and £9,999, and £100 for debts of £10,000 or more);
• 12.5.3 Suspend provision of Services until all outstanding amounts are paid in full.

12.6 In the event of late payment by a Residential Client / Consumer, the Company reserves the right to recover reasonable and legally recoverable costs arising from late payment, subject to applicable consumer protection legislation.

Any contractual interest or administrative charge must have been clearly disclosed before the Contract was concluded and must be fair, transparent and proportionate.

The Company shall not impose excessive interest, disproportionate administrative charges or penalties for late payment. Nothing in this Clause prevents the Company from pursuing a lawful debt or seeking interest or costs awarded by a court.

12.7 Where the Client has made an overpayment due to error, the Company shall refund the overpaid amount without undue delay, unless the Client expressly agrees that it may be credited against future invoices.

The Company may apply an overpayment against an existing, undisputed and legally payable debt owed by the Client under the same Contract, provided that doing so is lawful and does not interfere with any statutory refund rights.

Where the Client is a Residential Client / Consumer, any refund required under applicable consumer protection legislation, including a refund arising from statutory cancellation under Clause 31, shall be processed within the applicable statutory time limits and in accordance with the relevant legislation.

12.8 Subject to applicable law, the Company may set off any undisputed, due and legally enforceable amount owed by the Client against any amount payable by the Company to that Client under the same Contract.

For Commercial Clients, any additional contractual right of set-off must be expressly agreed in writing.

For Residential Clients / Consumers, no set-off shall be exercised where it would unfairly prejudice the Consumer or restrict any statutory right to a refund, cancellation, price reduction or other remedy.

Nothing in this Clause permits the Company to withhold sums that must be refunded under applicable consumer protection legislation.

13. Cancellation, Early Termination and Associated Charges

13.1 General

The Client may request cancellation of an Order or early termination of a Contract by giving notice to the Company in writing. The financial consequences of cancellation shall depend on the nature of the Contract, the stage of performance, costs reasonably incurred and commitments entered into by the Company, subject always to applicable law and the Consumer provisions in Part C.

13.2 Cancellation before contract formation

Where no legally binding Contract has been formed in accordance with Clause 5, the Client may withdraw their Order without incurring contractual cancellation charges, unless a separate, legally enforceable obligation has been expressly agreed.

13.3 Commercial Clients – One-Off Works

Where a Commercial Client cancels a binding Contract for installations, inspections, surveys, repairs, remedial works or other non-recurring Services other than as a consequence of the Company's breach, the Company may recover, insofar as legally recoverable and without duplication:

• (a) Fees for Services properly performed before the effective cancellation date;

• (b) Reasonable and evidenced mobilisation, design, procurement and administrative costs incurred in preparing to perform the Contract;

• (c) Costs of materials, equipment and specialist items procured specifically for the Contract which cannot reasonably be returned, cancelled or redeployed, less any recoverable value;

• (d) Reasonable and evidenced cancellation charges imposed by subcontractors or suppliers arising from commitments properly made for the Contract; and

• (e) Any further recoverable loss of net contribution directly caused by the cancellation, taking into account expenditure saved, alternative deployment of resources and reasonable mitigation.

The Company shall not recover the same loss more than once, and the aggregate claim shall be subject to applicable law.

13.4 Commercial Clients – Maintenance Contracts

Where a Commercial Client terminates a fixed-term Maintenance Contract before the expiry of its agreed minimum term, other than pursuant to an express contractual termination right arising from the Company's breach, the Company may recover:

• (a) Accrued and unpaid Fees for Services already provided;

• (b) Reasonable and evidenced costs that cannot be avoided under supplier, monitoring, subcontractor or equipment commitments properly entered into for the Contract; and

• (c) Recoverable loss of net contribution for the unexpired contractual term, after taking into account costs saved or reasonably avoidable and steps reasonably available to mitigate that loss.

Any separately agreed early termination charge or formula stated prominently in the Maintenance Contract schedule shall apply only to the extent enforceable under applicable law and shall not result in duplicate recovery.

13.5 Commercial Clients – Pre-Agreed Cancellation Charges

Where a specific cancellation charge or cancellation schedule is expressly identified in a quotation, Order confirmation or signed commercial agreement, the parties acknowledge that it is intended to protect the Company's legitimate commercial interests, including resource reservation and committed expenditure.

Such charges shall be applicable only where properly incorporated into the Contract and legally enforceable. The description of a charge as liquidated damages shall not determine its enforceability.

13.6 Residential Clients / Consumers

Where the Client is a Consumer, their statutory cancellation rights, including those arising under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, shall take precedence over this Clause.

No contractual cancellation charge shall be imposed for exercising a statutory cancellation right. This does not prevent the Company recovering an amount expressly permitted by applicable consumer legislation, including proportionate payment for Services supplied following a valid express request for early performance, where the relevant legal requirements have been met.

Outside any applicable statutory cancellation right, a cancellation charge may be made only to the extent it is fair, transparent, proportionate and legally recoverable, having regard to the Company's actual loss and reasonable steps taken to reduce that loss.

13.7 Cancellation Due to Company Default

No early termination or cancellation charge shall apply where the Client is lawfully entitled to terminate the Contract because of the Company's breach, or where a statutory right prevents such a charge. Any outstanding rights and liabilities shall be determined in accordance with applicable law.

13.8 Calculation and Evidence

Where the Company seeks payment following cancellation, it shall provide an itemised explanation of the amount claimed upon reasonable request. The Company shall take reasonable steps to mitigate its recoverable losses and shall credit the Client for costs saved, materials returned or resold, and sums recovered from alternative use of committed resources, where relevant.

13.9 No Double Recovery

Any deposit or advance payment already received shall be credited against amounts lawfully payable. The Company shall not recover the same cost or loss more than once.

13.10 Effect of Statutory Rights

Nothing in this Clause shall exclude or restrict any statutory right or remedy that cannot lawfully be excluded or restricted.

14. Delivery and Performance Timescales

14.1 The Company shall deliver the Services and any Goods to the Delivery Location within the timescale agreed at the time of Order. Where no timescale is agreed, the Company shall perform the Services within a reasonable time having regard to the nature of the works.

14.2 Delivery of Goods, where not incorporated into the Services, shall be completed within 30 days of Order unless otherwise agreed.

14.3 Where delay is caused by a Force Majeure Event, the Company’s obligations shall be suspended for the duration of the event. The Company shall notify the Client promptly and shall use all reasonable endeavours to resume performance as soon as practicable.

14.4 Where the Company is unable to deliver within an agreed timescale due to circumstances within its control, the Client may:

• 14.4.1 Request an equitable reduction in Fees; or
• 14.4.2 Where delivery of Goods was of the essence and the Company has failed to deliver within a further reasonable period specified by the Client, terminate the relevant part of the Contract and receive a full refund of any amounts paid for undelivered Goods.

14.5 Where the Client fails to provide access to the Delivery Location on the agreed date through no fault of the Company, the Company may charge reasonable costs for abortive attendance and shall be entitled to reschedule the works at its convenience.

15. Limitation of Liability

15.1 Nothing in these Terms and Conditions excludes or limits the Company's liability for:

• 15.1.1 Death or personal injury caused by the Company's negligence;
• 15.1.2 Fraud or fraudulent misrepresentation;
• 15.1.3 Any other liability that cannot be excluded or limited by law, including under the Consumer Rights Act 2015 where the Client is a Consumer.

15.2 Subject to Clause 15.1 and applicable law, the Company's liability to Commercial Clients arising out of or in connection with the relevant Contract, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall be limited as follows:

15.2.1 In respect of claims for physical damage to tangible property caused by the Company's negligence or breach of Contract, the Company's total aggregate liability shall not exceed £5,000,000 per Contract.

15.2.2 In respect of claims arising from negligent professional advice, design, specification, inspection, certification or other professional services that do not involve physical damage to tangible property, the Company's total aggregate liability shall not exceed £500,000 per Contract.

15.2.3 The limits stated in Clauses 15.2.1 and 15.2.2 shall not be cumulative in respect of the same loss, and the Company shall not be required to compensate the Client more than once for the same loss.

15.2.4 Where a claim involves more than one category of loss, or falls outside the categories expressly identified above, the applicable limitation shall be determined in accordance with any specific liability provisions agreed in the relevant Contract and applicable law.

15.2.5 Any limitation of liability under this Clause shall apply only to the extent legally enforceable, including satisfying the reasonableness requirements of the Unfair Contract Terms Act 1977 where applicable.

15.2.6 The Company may agree alternative liability limits in writing for individual Contracts, having regard to the nature of the Services, foreseeable risks, insurance arrangements and commercial circumstances.

15.3 Subject to Clause 15.1 and applicable law, the following limitations shall apply to claims made by Commercial Clients:

• 15.3.1 The Company shall not be liable for loss of profit, loss of revenue, loss of anticipated savings, loss of business or loss of goodwill, except to the extent that such liability cannot lawfully be excluded or restricted.

• 15.3.2 The Company shall not be liable for indirect or consequential losses, to the extent that such exclusion is legally enforceable.

• 15.3.3 The Company shall not be liable for loss or damage to the extent caused by the Client's failure to maintain a fire or security system in accordance with applicable requirements, unauthorised interference with the system, or failure to notify the Company of known faults within a reasonable time, except to the extent that the loss or damage was also caused by the Company's breach of Contract, negligence or other legally actionable failure.

• 15.3.4 The Company shall not be liable for loss or damage to the extent caused by the Client's failure to comply with statutory obligations applicable to the Client as Responsible Person, building owner or occupier, except to the extent that the Company is independently responsible for such loss or damage.

• 15.3.5 The Company shall not be responsible for regulatory fines, penalties or enforcement action to the extent arising from the Client's own failure to comply with applicable legislation. This provision shall not exclude any liability attributable to the Company's own breach of Contract, negligence or other legally actionable failure.

15.4 The Company shall not be liable for loss or damage to the extent caused by the Client's operation, alteration, misuse or maintenance of any installed system contrary to the Company's reasonable written instructions, applicable technical standards or manufacturer guidance.

This Clause shall not exclude or restrict liability for loss or damage to the extent caused by the Company's negligence, breach of Contract or other legally actionable failure, where such liability cannot lawfully be excluded or restricted.

15.5 For Residential Clients / Consumers, the limitations and exclusions in Clauses 15.2 and 15.3 shall not apply.

The Company's liability to Consumers shall be determined in accordance with applicable consumer protection legislation, including the Consumer Rights Act 2015.

Nothing in these Terms shall exclude or restrict the Consumer's statutory rights in relation to Goods or Services, including the right to Services performed with reasonable care and skill, statutory remedies for defective Goods or Services, or the right to recover losses where such rights cannot lawfully be excluded or restricted.

16. Indemnity

16.1 The Client shall indemnify and hold harmless the Company against all losses, damages, claims, costs, and expenses (including reasonable legal costs) arising from:

• 16.1.1 The Client’s breach of any obligation under these Terms;
• 16.1.2 The Client’s failure to comply with applicable fire safety, health and safety, or other statutory obligations;
• 16.1.3 Any claim by a third party arising from the Client’s use or misuse of any system installed or maintained by the Company;
• 16.1.4 Any inaccuracy in information or specifications provided by the Client to the Company.

16.2 This indemnity does not apply to Residential Clients to the extent that it would be unfair or unenforceable under applicable consumer protection legislation.

17. Termination

17.1 Either party may terminate the Contract immediately by written notice to the other party if:

• 17.1.1 The other party commits a material breach of these Terms that is either incapable of remedy or, if capable of remedy, is not remedied within 30 days of written notice requiring the same; or
• 17.1.2 The other party becomes insolvent, enters administration, liquidation, or receivership, makes any arrangement with creditors, or ceases to trade.

17.2 The Company may also terminate or suspend the Contract with immediate effect if:

• 17.2.1 The Client fails to pay any sums due under the Contract by the due date and does not remedy such failure within 7 days of written notice;
• 17.2.2 The Client refuses or fails to provide access to the Delivery Location on more than one occasion without reasonable cause; or
• 17.2.3 The Company reasonably believes that continuing to provide the Services would expose the Company or its operatives to an unacceptable health and safety risk.

17.3 Termination of the Contract shall not affect any accrued rights or liabilities of either party as at the date of termination.

17.4 Upon termination, the Client shall immediately pay all outstanding Fees and any applicable termination charges under Clause 13.

18. Intellectual Property

18.1 All intellectual property rights in any designs, drawings, specifications, documentation, software configurations, or technical information produced by the Company in connection with the Services shall remain vested in the Company unless otherwise agreed in writing.

18.2 The Client is granted a non-exclusive, non-transferable licence to use such documentation solely for the purpose of operating and maintaining the installed systems at the Delivery Location. This licence terminates upon termination of the Contract.

18.3 The Client shall not copy, reproduce, disclose, or use the Company’s intellectual property for any purpose other than as set out in Clause 18.2 without the Company’s prior written consent.

19. Data Protection and Privacy

19.1 The Company processes personal data in connection with the provision of Services in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Full details of the Company’s data processing activities are set out in the Company’s Privacy Policy, available at Privacy Policy.

19.2 The Client consents to the Company processing personal data (including names, contact details, and site access information) for the purposes of providing the Services, managing the Client relationship, and complying with legal obligations.

19.3 Where the Client provides the Company with personal data relating to third parties (including occupants, employees, or tenants at the Delivery Location), the Client warrants that it has the authority and, where required, the consent of those individuals to provide such data to the Company.

19.4 Where the Company installs or maintains CCTV systems on behalf of the Client, the Client shall act as the Data Controller in respect of any footage captured. The Company shall act as a Data Processor in respect of any footage it accesses in the course of maintenance or fault-finding. The parties shall enter into a Data Processing Agreement where required by applicable data protection legislation.

19.5 Any data breach involving personal data processed by the Company in connection with the Services shall be reported to the Client within 24 hours of detection. The Company shall notify the Information Commissioner’s Office where required by law.

19.6 For data protection enquiries, please contact the Company’s Data Protection Officer at compliance@guardian-edge.co.uk.

20. Anti-Bribery, Modern Slavery, and Ethical Conduct

20.1 The Company operates in full compliance with the Bribery Act 2010 and maintains anti-bribery and anti-corruption policies. Neither the Company nor the Client shall offer, give, request, or accept any financial or other advantage in connection with the Contract.

20.2 The Company complies with the Modern Slavery Act 2015 and takes reasonable steps to ensure that slavery and human trafficking does not occur in its supply chain. The Company’s Modern Slavery statement is available on its website.

20.3 The Client shall comply with all applicable anti-bribery and modern slavery legislation and shall promptly notify the Company of any actual or suspected breach.

21. Force Majeure

21.1 Neither party shall be liable for any failure or delay in performing their obligations under the Contract to the extent that such failure or delay is caused by a Force Majeure Event, provided that the affected party:

• 21.1.1 Notifies the other party in writing without undue delay, specifying the nature and expected duration of the Force Majeure Event; and
• 21.1.2 Uses all reasonable endeavours to mitigate the effect of the Force Majeure Event and to resume performance as soon as practicable.

21.2 Force Majeure does not excuse the Client’s obligation to pay Fees already due for Services already performed.

21.3 If a Force Majeure Event continues for more than 60 days, either party may terminate the Contract by giving 14 days’ written notice. In such case, the Client shall pay for all Services performed up to the date of termination and the Company shall refund any amounts paid for Services not yet performed.

22. Successors and Assignment

22.1 The Company may assign or transfer its rights and obligations under the Contract to any successor or affiliate business, provided that such assignment does not materially affect the quality or nature of the Services provided to the Client.

22.2 The Client may not assign or transfer its rights or obligations under the Contract without the prior written consent of the Company, such consent not to be unreasonably withheld or delayed.

22.3 Where the Company engages sub-contractors to carry out any part of the Services, the Company shall remain responsible to the Client for the proper performance of those Services in accordance with the Contract and applicable law.

The Company shall take reasonable steps to ensure that sub-contractors are appropriately competent, qualified and, where applicable, licensed or accredited to undertake the relevant Services.

The Company shall ensure that sub-contractors are subject to contractual obligations consistent with the standards, duties and requirements applicable to the Company under the relevant Contract.

22.4 The Company's liability arising from Services performed by sub-contractors shall be subject to the applicable limitations and exclusions of liability set out in Clause 15, to the extent legally enforceable.

The Company shall not be responsible for loss or damage to the extent caused by acts or omissions of third parties who are not engaged by, or acting on behalf of, the Company, except where the Company is independently liable under the Contract or applicable law.

Nothing in this Clause shall exclude or restrict liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or restricted.

23. General

23.1 Entire Agreement: These Terms and Conditions, together with any Order confirmation, quotation, and (where applicable) Maintenance Contract, constitute the entire agreement between the parties in relation to the Services and supersede all prior representations, agreements, or understandings.

23.2 Severance: If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

23.3 Waiver:A failure or delay by either party in exercising any right under these Terms does not constitute a waiver of that right.

23.4 Third Party Rights: These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

23.5 Notices: All notices under these Terms shall be in writing and delivered by first-class post or email to the addresses specified at the time of Order. Notices sent by email are effective upon transmission, provided a delivery confirmation is obtainable.

23.6 Professional Standards: The Company’s Code of Conduct is available at https://guardian-edge.co.uk/code-of-conduct. Copies may be requested from compliance@guardian-edge.co.uk.

24. Governing Law and Dispute Resolution

24.1 These Terms and Conditions, and any Contract formed under them, shall be governed by and construed in accordance with the laws of England and Wales.

24.2 In the event of any dispute, the parties agree to first attempt resolution by direct negotiation. The Client should contact the Company at hello@guardian-edge.co.uk, and the Company shall provide a proposed resolution within 5 business days of receipt of a written complaint.

24.3 If a dispute cannot be resolved by negotiation, the parties submit to the exclusive jurisdiction of the courts of England and Wales.

24.4 For Residential Clients, nothing in Clause 24.3 prevents the Client from bringing proceedings in the courts of any other part of the United Kingdom in which the Client is domiciled.

PART B — ADDITIONAL TERMS — COMMERCIAL CLIENTS ONLY

The terms in Part B apply only to Commercial Clients (businesses, companies, partnerships, and sole traders acting in the course of a trade or business). They are in addition to, and supplement, the terms in Part A.

25. Commercial Client Acknowledgements

25.1 The Commercial Client confirms that they are entering into this Contract in the course of a trade or business and not as a Consumer. The Commercial Client acknowledges that certain statutory protections afforded to Consumers under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to this Contract.

25.2 The Commercial Client confirms that they have had the opportunity to seek independent legal advice prior to entering into this Contract and that these Terms are fair and reasonable having regard to the nature of the Services and the commercial context of the agreement.

25.3 The Commercial Client, where acting as the Responsible Person under the Regulatory Reform (Fire Safety) Order 2005 in respect of the relevant premises, acknowledges their statutory duties and confirms that they will maintain compliance with all applicable fire safety legislation independently of the Services provided by the Company.

26. Commercial Payment Terms

26.1 Payment is due within 30 days of the invoice date unless otherwise agreed in writing by the Company’s senior management.

26.2 The Company reserves the right to charge interest and debt recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 as set out in Clause 12.5.

26.3 For contracts exceeding £10,000 in total value, the Company may require a deposit of up to 30% of the total Contract value prior to commencement of works. The balance shall be invoiced upon practical completion.

26.4 The Commercial Client shall supply the Company with all information required under the Construction Industry Scheme (CIS) within 2 working days of a formal request.

27. Building Safety Act 2022 — Commercial Premises

27.1 Where the Services are carried out on premises subject to the Building Safety Act 2022, the Commercial Client confirms that they have notified the relevant Building Safety Regulator of the works where required by law and that appropriate dutyholder appointments are in place.

27.2 The Company shall provide such documentation as is reasonably required to contribute to the golden thread of building information, as required under the Building Safety Act 2022, within 7 days of completion of the relevant works.

27.3 The Commercial Client shall indemnify the Company against any loss, fine, or penalty arising from the Client’s failure to comply with their obligations under the Building Safety Act 2022.

28. Commercial Limitation of Liability

28.1 The limitations and exclusions of liability applicable to Commercial Clients are set out in Clause 15 of these Terms and Conditions and, where applicable, any expressly agreed Contract schedule.

Such limitations and exclusions shall apply only to the extent legally enforceable, including where applicable satisfying the reasonableness requirements of the Unfair Contract Terms Act 1977.

Nothing in this Clause shall exclude or restrict liability which cannot lawfully be excluded or restricted.

28.2 The Commercial Client is advised to maintain appropriate business insurance, including public liability, property, and business interruption insurance, to cover losses that fall outside the Company's liability under these Terms.

28.3 Any exclusion or limitation relating to loss of profit, revenue, business, anticipated savings, goodwill or other financial loss shall be governed by Clause 15.3 and applicable law.

Nothing in this Clause shall extend any exclusion or limitation beyond that which is legally enforceable.

29. Adjudication — Construction Contracts

29.1 Where a Contract constitutes a construction contract to which Part II of the Housing Grants, Construction and Regeneration Act 1996 (as amended) applies, either party shall have the right to refer any dispute arising under that Contract to adjudication at any time in accordance with Section 108 of that Act.

Where the Contract does not contain adjudication provisions that comply with the applicable statutory requirements, the relevant provisions of Part I of the Scheme for Construction Contracts (England and Wales) Regulations 1998 (as amended) shall apply.

29.2 The decision of an adjudicator appointed pursuant to Clause 29.1 shall be binding upon the parties unless and until the dispute is finally determined by legal proceedings, arbitration (where applicable), or agreement between the parties.

Nothing in this Clause shall prevent either party from seeking enforcement of an adjudicator's decision through the courts or pursuing final determination of the dispute in accordance with applicable law.

PART C — ADDITIONAL TERMS — RESIDENTIAL CLIENTS (CONSUMERS) ONLY

The terms in Part C apply only to Residential Clients who are Consumers as defined in these Terms. These terms are in addition to Part A and, where they conflict with Part A, shall prevail. Nothing in these Terms affects your statutory rights as a Consumer.

30. Your Consumer Rights

30.1 As a Consumer, you have statutory rights under the Consumer Rights Act 2015. In particular:

• 30.1.1 Services must be performed with reasonable care and skill;
• 30.1.2 Services must be performed within a reasonable time (where no time is agreed);
• 30.1.3 Services must be performed at a reasonable price (where no price is agreed);
• 30.1.4 Goods must be of satisfactory quality, fit for purpose, and as described.

30.2 Where the Company fails to provide Services in accordance with the Consumer Rights Act 2015, the Consumer shall be entitled to the remedies provided by that Act, including, where applicable:

• 30.2.1 The right to require repeat performance of the affected Services, at the Company's expense, within a reasonable time and without significant inconvenience to the Consumer;

• 30.2.2 The right to an appropriate price reduction, which may be up to 100% of the price, where repeat performance is impossible or has not been carried out within a reasonable time and without significant inconvenience, or where a price reduction is otherwise available under applicable consumer legislation;

• 30.2.3 Any other statutory or contractual remedies available to the Consumer, including the right to claim damages where legally appropriate, without recovering compensation more than once for the same loss.

30.3 These Terms do not affect your statutory rights. Where any provision of these Terms conflicts with your statutory rights as a Consumer, your statutory rights shall prevail.

31. Right to Cancel — Distance and Off-Premises Contracts

31.1 Where a Consumer enters into a qualifying distance or off-premises Contract with the Company, including a Contract concluded by telephone, email, through the Company's website or away from its business premises, the Consumer shall have the statutory right to cancel without giving any reason within the applicable cancellation period, subject to the exceptions prescribed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the Regulations").

31.2 The statutory cancellation period shall normally expire:

• For a service contract, at the end of fourteen (14) calendar days after the day on which the Contract is concluded; or
• For a sales contract involving Goods, at the end of fourteen (14) calendar days after the day on which the Consumer, or a person nominated by the Consumer other than the carrier, takes physical possession of the Goods.

Where Goods are delivered separately or in instalments, or the Contract involves both Goods and Services, the applicable cancellation period shall be determined in accordance with the Regulations.

Where the Company fails to provide required information about the right to cancel, the cancellation period may be extended as provided by law.

31.3 To exercise the statutory right to cancel, the Consumer must inform the Company of their decision by a clear statement before expiry of the applicable cancellation period.

Notification may be given by post or email to:

Guardian Edge Limited 5th & 6th Floors, Princess House Princess Way Swansea SA1 3LW

Email: hello@guardian-edge.co.uk

The Consumer may use the model cancellation form provided at the end of these Terms and Conditions, but is not required to do so.

A cancellation communicated before expiry of the statutory cancellation period shall be effective in accordance with the Regulations.

31.4 Commencement of Services During the Cancellation Period

Where a Consumer requests that Services commence before expiry of the applicable statutory cancellation period, the provisions of Clauses 31.7 and 31.8 shall apply.

• 31.4.1 The Consumer must make an express request for early commencement in accordance with the Regulations.
• 31.4.2 If the Consumer subsequently exercises a statutory right to cancel before full performance, the Company may recover only such proportionate payment for Services already supplied as is permitted by applicable law.
• 31.4.3 The Consumer's statutory right to cancel a service contract shall cease upon full performance only where all relevant statutory conditions have been satisfied, including the required express request and acknowledgement of the loss of cancellation rights.

31.5 Refunds Following Statutory Cancellation

Where a Consumer validly exercises a statutory right to cancel, the Company shall reimburse payments required to be refunded under the Regulations, subject only to deductions and charges permitted by law.

For service contracts, any required refund shall be made without undue delay and no later than fourteen (14) calendar days after the Company is informed of the cancellation.

For sales contracts involving Goods, where the Company has not offered to collect the Goods, reimbursement may be withheld until the Goods have been received back or the Consumer has supplied evidence of having returned them, whichever occurs first. The applicable statutory refund deadline shall be observed.

Where the Company has offered to collect the Goods, the applicable statutory refund deadline shall apply without imposing a return-receipt condition that is not permitted by law.

Any refund shall be made using the same payment method as the original transaction unless the Consumer expressly agrees otherwise, and no fee shall be imposed for the refund.

The Company may make only those deductions permitted by the Regulations, including any lawful proportionate payment for Services supplied following a valid early commencement request.

31.6 Exceptions to the Statutory Right to Cancel

The statutory right to cancel does not apply in circumstances expressly excluded by the Regulations, including, where applicable:

• 31.6.1 The supply of Goods made to the Consumer's specifications or clearly personalised;
• 31.6.2 The supply of Goods which are liable to deteriorate or expire rapidly;
• 31.6.3 Contracts where the Consumer has specifically requested a visit from the Company for urgent repairs or maintenance, but only to the extent permitted by the Regulations.

The exception under Clause 31.6.3 does not automatically extend to additional Services not forming part of the urgent repairs or maintenance requested, or to Goods other than replacement parts necessarily used in carrying out those repairs or maintenance.

The Company shall not rely on a statutory exception unless its requirements are satisfied.

31.7 Express Request for Early Commencement

Where the Consumer wishes Services to begin before expiry of an applicable statutory cancellation period, the Company shall obtain the Consumer's express request before commencing those Services, in accordance with the Regulations.

For an off-premises Contract, the express request shall be made on a durable medium.

Where required by law, the Consumer shall expressly acknowledge that their statutory right to cancel a service contract will be lost once the Services have been fully performed.

The Company shall retain evidence of the request and, where applicable, the acknowledgement.

31.8 Payment Following Statutory Cancellation

Where the Consumer validly exercises a statutory cancellation right after expressly requesting early performance, the Company may recover only the amount permitted by applicable law for Services supplied before cancellation.

Any such payment shall be calculated in accordance with the Regulations, generally by reference to the proportion of Services supplied compared with the full contractual performance, subject to the applicable statutory calculation rules.

No payment shall be due for Services supplied during the cancellation period where the Regulations prohibit recovery, including where the Company has failed to provide prescribed cancellation information or obtain the required express request.

The Company shall not impose the commercial cancellation charges under Clause 13.5 upon a Consumer exercising a statutory cancellation right.

31.9 Cancellation Information

Before concluding a qualifying distance or off-premises Contract, the Company shall provide the Consumer with the cancellation information required by the Regulations, including the conditions, time limits and procedure for exercising any applicable statutory cancellation right.

Where required, the Company shall also provide the statutory model cancellation form prescribed under Schedule 3 of the Regulations.

The Company shall provide confirmation of the Contract and relevant cancellation information on a durable medium in accordance with the applicable statutory requirements.

31.10 Statutory Rights

Nothing in this Clause excludes, limits or restricts any statutory cancellation, refund or other consumer right.

Where a Contract includes both Goods and Services, the applicable statutory cancellation and refund provisions shall be determined by the legal classification of the Contract and the relevant legislation.

Where any provision of these Terms conflicts with mandatory consumer protection legislation, the statutory requirements shall prevail.

32. Residential Client — Payment Protections

32.1 For Residential Clients, the administrative charge of £40 and late payment surcharge provisions applicable to Commercial Clients shall not apply. Any late payment charges applied to Residential Clients shall not exceed those permitted under applicable consumer protection legislation.

32.2 The Company will not charge a Residential Client any termination fee where the Client terminates the Contract within the statutory cancellation period in accordance with Clause 31.

32.3 For Residential Clients, all pricing will be clearly communicated before any Contract is concluded, including VAT and any additional charges. The Company will not introduce additional charges without the Client’s prior express consent.

33. Residential Client — Complaints and Redress

33.1 If you are unhappy with any aspect of the Services, please contact the Company in the first instance at hello@guardian-edge.co.uk or by telephone at 0800 634 3475. The Company will acknowledge your complaint within 2 business days and provide a substantive response within 5 business days.

33.2 If your complaint is not resolved to your satisfaction, you may seek independent advice or pursue any legal remedies available to you.

Where applicable, you may also have access to an alternative dispute resolution (ADR) scheme.

Further information and independent consumer advice are available from Citizens Advice at https://www.citizensadvice.org.uk.

Nothing in this Clause restricts your statutory rights or your right to bring proceedings before a court of competent jurisdiction.

33.3 Where the Company has exhausted its internal complaints procedure and is unable to resolve a Consumer's complaint, the Company shall provide the Consumer, in writing or on another durable medium, with the name and website address of a suitable ADR provider competent to deal with the dispute, together with confirmation of whether the Company is obliged or willing to participate in that ADR procedure.

Where the Company is required by law, an applicable accreditation scheme, trade association rules or a contractual obligation to participate in a particular ADR procedure, it shall comply with that obligation.

Nothing in this Clause requires the Company to participate in a voluntary ADR procedure where no legal or contractual obligation to do so exists.

34. Pre-Contract Information for Residential Clients

34.1 In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Company shall provide Residential Clients / Consumers with the following information, where applicable, in a clear and comprehensible manner before the Consumer is bound by a Contract or corresponding offer:

• 34.1.1 The main characteristics of the Goods and/or Services to be supplied, including the nature, scope and specification of the works.

• 34.1.2 The total price of the Goods and/or Services inclusive of Value Added Tax (VAT) and all mandatory charges. Where the total price cannot reasonably be calculated in advance, the Company shall explain how the price will be calculated, together with details of any applicable additional delivery, callout or other charges.

• 34.1.3 The arrangements for payment, delivery and performance, including the anticipated commencement date, delivery timescales and, where applicable, the expected duration of the works.

• 34.1.4 The Company's legal and trading identity, geographical address, telephone number, email address and, where applicable, any separate address for complaints or correspondence.

• 34.1.5 Where a statutory right to cancel applies, the conditions, time limits and procedure for exercising that right in accordance with Clause 31, together with the statutory model cancellation form.

• 34.1.6 Where applicable, whether the Consumer will be responsible for the cost of returning Goods following cancellation, including the cost of returning Goods which cannot normally be returned by post.

• 34.1.7 Where the Consumer requests commencement of Services during an applicable statutory cancellation period, information explaining any payment that may become due following cancellation, the circumstances in which the right to cancel may be lost, and the requirements for an express request and acknowledgement under Clause 31.

• 34.1.8 The duration of the Contract, including any initial minimum contractual term, automatic renewal arrangements, recurring charges and the conditions for termination, particularly in relation to Maintenance Contracts under Clause 9.

• 34.1.9 Where applicable, the Company's arrangements for handling complaints and any relevant information concerning alternative dispute resolution in accordance with Clause 33.

• 34.1.10 Where applicable, information about deposits, advance payments or other financial guarantees which the Consumer is required to provide and the conditions governing them.

• 34.1.11 Where applicable, details of after-sales services, maintenance support, commercial guarantees and the conditions of any manufacturer's or other warranty, together with the legally required reminder of the Consumer's statutory rights in relation to Goods.

• 34.1.12 Any other information required by applicable consumer protection legislation, including information concerning digital content, functionality, compatibility, payment obligations or other matters where relevant to the particular Goods or Services supplied.

The Company shall provide the information in the manner and form required by applicable law and shall provide the Consumer with a copy or confirmation of the Contract on a durable medium where required.

Nothing in this Clause excludes or restricts any statutory right or remedy available to the Consumer.

APPENDIX 1 — MODEL CANCELLATION FORM

For Residential Clients / Consumers

Complete and return this form only if you wish to cancel a Contract.

To:

Guardian Edge Limited 5th & 6th Floors, Princess House Princess Way Swansea SA1 3LW

Email: hello@guardian-edge.co.uk

I/We hereby give notice that I/We cancel my/our contract for the sale of the following Goods / for the supply of the following Service:

________________________________

________________________________

Ordered on / received on:

________________________________

Name of Consumer(s):

________________________________

Address of Consumer(s):

________________________________

Signature of Consumer(s):

________________________________

*(Only required if submitted on paper)*

Date:

________________________________

Important: You do not have to use this form. You may cancel by making any other clear statement to Guardian Edge Limited, provided you are exercising an applicable statutory cancellation right.