Version 7.1
Effective Date: April 2026
Supersedes all previous versions
These are the terms and conditions (“Terms) on which we supply products to you, whether these are goods or services and whether you are a business customer or a consumer. We reserve the right to update these Terms without notice but any changes will not apply to existing accepted orders. Please review these terms carefully as they may have changed since you last reviewed them. Our terms are always available at: https://glowbolt.co.uk/glowbolt-group-terms-conditions/
Please note that our brochures and marketing materials are solely for the promotion of our products in the UK. A product’s true colour or texture may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
Unfortunately, we do not accept orders from or deliver to addresses outside the UK unless otherwise agreed by us in writing.
As we supply to businesses as well as consumers, we do not give business customers all the same rights as consumers. For example, business customers cannot cancel their orders. Where a term applies just to businesses or just to consumers, this is clearly stated.
Please read these Terms carefully before you confirm your order to us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms or any quotation to which they relate or you require any changes, please contact us to discuss before you confirm your order.
Any item, service, or provision not expressly stated within any quotation, estimate, order confirmation, scope of works, or these Terms shall be deemed excluded and is not included in any manner whatsoever.
Each party agrees that each order to which these Terms apply may be signed by the other by electronic signature (by whatever form the electronic signature takes) and that this method of signature is as conclusive of each party’s intention to be bound by the contract as if signed by each party’s manuscript signature.
By placing an order or accepting a quotation from us you are confirming that you accept and agree these Terms. As we have to check all orders and availability and costs of supplies before we can proceed, no order or acceptance received from you will be binding on us until expressly confirmed by us or we commence performance of the order. Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, or because you are located outside the UK. When this happens, we will let you know as soon as possible and refund any sums you have paid.
We will endeavour to confirm if we are able to accept your order or not as soon as possible after receipt. Where any installation services are required, all quotations or other pricing issued by us are subject to survey and may be amended by us if we consider this appropriate as a result of matters identified by the survey. If we do need to amend the goods’ specifications or the price, we will inform you first and give you the option of accepting the variation or cancelling your order without penalty.
PART 1 – GENERAL
1. Definitions
1.1 In these Terms, unless the context otherwise requires:
a) “Company”, “Glowbolt”, “we”, “us”, “our” means Glowbolt Group Limited.
b) “Customer”, “you”, “your” means the person, company, organisation, trader, consumer, or other entity purchasing goods and/or services from us.
c) “Goods” means any goods, products, equipment, hardware, materials, apparatus, fixtures, fittings, software, licences, subscriptions, or other items supplied by us.
d) “Services” means any services supplied by us including, without limitation, installation, maintenance, support, monitoring facilitation, consultancy, fire risk assessments, design input, testing, repair, rectification works, and related services.
e) “Contract” means the contract between you and us for the supply of Goods and/or Services formed in accordance with these Terms.
f) “Quotation” means any quotation, estimate, proposal, pricing document, scope, schedule, or similar document issued by us.
g) “Site” means the property or premises where the Goods are to be delivered or the Services are to be carried out.
h) “Business Customer” means a Customer acting wholly or mainly for the purposes of its trade, business, craft, or profession.
i) “Consumer” means a Customer acting for purposes wholly or mainly outside that person’s trade, business, craft, or profession.
2. About us
2.1 We are GLOWBOLT GROUP LIMITED, a company registered in England and Wales. Our company registration number is 10882875 and our registered office is at Endeavour House, Saville Road, Peterborough, United Kingdom, PE3 7PS. Our registered VAT number is 275730682.
2.2 You can contact us by telephoning us on 0845 3 406 405 or by writing to us at info@glowbolt.co.uk or our registered office address above.
2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your enquiry or order.
3. Formation of contract
3.1 These Terms apply to the supply of all Goods and Services by us to you.
3.2 No order received from you shall be binding on us until expressly confirmed by us in writing or until we commence performance of the order, whichever occurs first.
3.3 Quotations are normally valid for 30 days from the date of issue unless otherwise stated.
3.4 Where installation Services are required, all Quotations or other pricing issued by us are subject to survey and may be amended by us if we consider this appropriate as a result of matters identified by the survey.
3.5 If we need to amend the Goods’ specification or the price following a survey, we will inform you first and give you the option of accepting the variation or cancelling your order without penalty.
3.6 Where you are a Business Customer, you acknowledge that these Terms represent a negotiated commercial allocation of risk.
4. Contract hierarchy
4.1 The documents forming the Contract shall, in the event of any inconsistency, take priority in the following order:
a) any written agreement signed by both parties;
b) our written order confirmation;
c) our Quotation or proposal;
d) these Terms;
e) any other document incorporated by reference.
4.2 If there is any inconsistency between the documents forming the Contract, the document higher in the order of precedence shall prevail.
5. Electronic signatures
5.1 Each party agrees that each Contract may be signed electronically and that any such electronic signature shall be legally binding.
PART 2 – VARIATIONS, PRICING, DEPOSITS, AND PAYMENT
6. Variations
6.1 All extras and variations requested by you will be deemed to be variations to the Contract and must be agreed by us in writing prior to commencement of the supply of our Goods or Services.
6.2 Any variations made without prior consent will be charged at a time and material basis.
6.3 We may change the products where necessary to reflect changes in relevant laws and regulatory requirements and/or to implement minor technical adjustments and improvements, for example to address a security threat. We will ensure that such changes do not materially affect the quality, nature and your use of the products.
6.4 Where site conditions, access arrangements, existing installations, hidden services, customer requirements, regulatory requirements, third-party requirements, structural conditions, network requirements, or other underlying assumptions differ materially from those assumed when preparing our Quotation, we reserve the right to revise the scope of works, programme, product selection, method of installation, and associated costs accordingly.
6.5 Any additional work requested by you that is not covered in the order as accepted by us is entirely at our discretion and, if agreed by us, will be subject to additional labour and materials charges which we will discuss with you and agree with before proceeding with any such additional work.
7. Prices
7.1 The costs of delivery will be as notified to you before you place your order.
7.2 Quotations and other price indications given by us assume continuous and unhindered access to the installation site by prior arrangement with you and assume standard working hours between the hours of 08:00 hrs – 16:00 hrs Monday to Friday inclusive.
7.3 Any interruption or delay due to any failure by you to ensure suitable access or a clear working area or other fault of yours will incur additional costs for any resultant extra travelling and working hours to be charged at our standard rates applicable at the relevant time.
7.4 Any work requested outside of our standard working hours is entirely at our discretion and, if agreed by us, may attract out of hours premium rates which we will discuss and agree with you before proceeding with any such out of hours work.
7.5 All figures quoted are valid for a period of 30 days from the date of the estimate or quotation, unless otherwise stated, but may be subject to variation where the cost of materials has changed between the date of our quotation and the date of your order.
7.6 All prices are subject to VAT at the applicable rate at the time of delivery of the goods or completion of the services. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
7.7 Unless expressly stated otherwise in writing, our prices do not include third-party telecom charges, internet service charges, SIM charges, cloud subscriptions, app subscriptions, monitoring charges, software licences, data storage charges, or any other recurring third-party service fees.
7.8 Where quoted products become unavailable, discontinued, delayed, or materially increased in cost before delivery or installation due to manufacturer action, supplier shortages, import restrictions, shipping delays, or other supply chain events beyond our reasonable control, we may provide equivalent alternatives at no extra cost to you or revise the Quotation accordingly which we will then confirm with you.
8. Deposits
8.1 Before we commence any installation Services or order any configured or made to order or clearly personalised products, we may require payment from you of a deposit. This will be confirmed with you before we accept your order.
8.2 This deposit will not be refundable except where provided for under consumer statutory cancellation rights applicable to you or where otherwise required by law.
9. Payment
9.1 Unless agreed in writing by us, payment of the full balance of the price for the goods and services must be made to us in cleared funds on delivery or completion of the Services, as applicable.
9.2 For ongoing Services taking more than one week to complete and charged on a day rate, payment is required on a weekly basis every Friday during the provision of the Services.
9.3 In all other cases, invoices are to be paid on the due date of the invoice or within 14 days from the date of invoice by BACS to the invoice details provided on our invoices.
9.4 If you have not paid within 14 days of the due date, we may charge:
a) a 15% fee which we estimate to be a reasonable amount to compensate us for our administrative expenses and other extra costs incurred from the late payment; and/or
b) interest on invoices remaining unpaid after this period at a rate of 8% per annum above the Bank of England base rate from time to time.
9.5 Without prejudice to clause 9.4, where you are a Business Customer we reserve the right to charge statutory interest, compensation, and reasonable debt recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 to the extent permitted by law.
9.6 If we pass your matter on to our debt collection agent you will be responsible for the additional costs and expenses that we incur as a result.
9.7 Please note that certification of the completion of works will only be provided by us upon full payment of all invoices.
9.8 Card payments may incur a surcharge.
9.9 Glowbolt Group Ltd do not accept any form of retention in any case on any project.
9.10 You agree not to initiate any chargeback, card dispute, or similar recovery process in relation to any payment made to us without first giving us reasonable written notice of the dispute and a reasonable opportunity to investigate and resolve the matter. This clause does not affect any statutory rights you may have as a Consumer.
9.11 We reserve the right to suspend delivery, installation, maintenance, support, release of codes or keys, issue of certificates, remote access, or any further performance of the Contract if any sum due to us is overdue.
PART 3 – CANCELLATION
10. Cancellation
10.1 Where you are dealing with us as a Consumer, you have certain statutory rights to cancel your order and get some or all of your money back. Please see clause 11 below.
10.2 If you are dealing with us as a Business Customer, our acceptance of any cancellation request by you is entirely at our discretion and, if agreed by us, may incur additional restocking charges and compensation being payable to us for the loss of business.
10.3 Please note that networking or some other equipment has to be specifically configured by the manufacturer for each customer and joinery / furniture is often made to order. Therefore, whether you are dealing with us as a Consumer or as a Business Customer, once we / you have accepted your order you may not cancel the Contract where it relates to the supply and/or installation of any networking or bespoke kitchen equipment or other clearly personalised items or any other goods inseparable from them. This also applies to any products that are made or clearly personalised to your order and to Services once these have been completed even if the cancellation period is still running, subject always to any mandatory statutory rights which cannot lawfully be excluded.
10.4 If we are providing any products to measurements you have given us, please ensure that the measurements you provide are correct as you will not be able to cancel the Contract or seek a refund if they are later found to be incorrect, save to the extent expressly agreed by us in writing or otherwise required by law.
10.5 Where you are a Business Customer and request cancellation after we have accepted the order, and if we agree to such cancellation, you shall pay to us all costs, losses, liabilities, and expenses reasonably incurred by us up to the date of cancellation, including but not limited to labour, survey time, administration, materials ordered, goods configured or made to order, subcontractor charges, storage, delivery charges, and reasonable loss of profit.
11. Consumer statutory cancellation rights (not applicable to Business Customers)
11.1 If what you have bought is faulty or misdescribed or not fit for purpose or not of satisfactory quality you may have a legal right under the Consumer Rights Act 2015 to end the Contract, or to get the product repaired or replaced or a service re-performed or to get some or all your money back. Please contact us or visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. This is separate to your cancellation right below.
11.2 If you have just changed your mind about the order, you may be able under the Consumer Contracts Regulations 2013 to get a refund if you are within the 14 day cooling-off period, but this is subject to limitations, including as set out in clause 10.3 above, and deductions and you will have to pay the costs of return of any goods.
11.3 In the case of orders for Services, such as installation Services, the 14 day period runs from the day after we email you or otherwise contact you to confirm we accept your order. If you specifically instruct us to commence our provision of Services within the 14 day period but then cancel in this period after we have started the Services but before they are completed, you must pay us for the Services provided up until the time you tell us that you have changed your mind. This will be calculated as an amount which is in proportion to what has been performed. We cannot commence provision of our Services within this 14 day period unless you specifically agree to this.
11.4 In the case of orders for Goods that are not excluded from your cancellation rights, the 14 day period runs from the day after you, or someone you nominate, receives the Goods, or receives the last instalment where we deliver in instalments.
11.5 To end the Contract where permitted, please let us know by doing one of the following:
a) call us or email us using the details above; or
b) write to us at the above postal address.
When emailing or writing to us, please provide your name, home address, details of the order, including details of what you bought and when you ordered or received it, and where available, your phone number and email address.
11.6 If you end the Contract in accordance with your statutory rights or with our agreement, for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the Goods in person to where you bought them, post them back to us or, if they are not suitable for posting, allow us to collect them from you. Please call us for a return label or to arrange collection. If you are exercising your statutory right to change your mind you must send off the Goods within 14 days of telling us you wish to end the Contract.
11.7 We will pay the costs of return if the products are faulty or misdescribed. In all other circumstances you must pay the costs of return. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
11.8 Where you are due a refund following a cancellation of the Contract, we will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price if you are exercising your right to change your mind to reflect:
a) any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop;
b) any delivery costs that you are responsible for; and
c) in the case of Services, the amount for the supply of the Services for the period for which it was supplied to the time when you told us you had changed your mind, such amount being in proportion to what has been supplied in comparison with the full coverage of the Contract.
11.9 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then for Goods, unless we have offered to collect them, your refund will be made within 14 days from the day on which we receive the Goods back from you or, if earlier, within 14 days of the day on which you provide us with evidence that you have sent the product back to us. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
PART 4 – DELIVERY, ACCESS, RISK, AND TITLE
12. Delivery and access arrangements
12.1 In the case of an installation, we will bring the goods with us when we come to start work for you.
12.2 Where we are sending goods to you, if you are not at home when goods are to be delivered and if the goods cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. If you do not re-arrange delivery or collect the goods from us or the local depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the Contract and seek compensation from you for the costs, expenses, and losses that we suffer as a result.
12.3 If you do not allow us access to your property to perform the Services as arranged, and you do not have a good reason for this, we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the Contract and seek compensation from you for the costs, expenses, and losses that we suffer as a result.
12.4 Where goods are delivered to Site in advance of installation, such goods shall be stored at your risk and you shall ensure appropriate security, protection, and insurance are maintained.
13. Risk and title of goods and property
13.1 Goods will be your responsibility from the time we deliver the products to the address you gave us or you or a carrier organised by you collects them from us. This includes where we bring goods with us as part of an installation; goods left at your property during the course of the installation will be at your risk.
13.2 You own the Goods once we have received payment in full for them.
13.3 You are responsible for ensuring that the Site and any Goods that we leave at the Site during an installation are insured for the duration of the installation work.
13.4 We accept no responsibility or liability for the failure of any security equipment, including but not limited to CCTV and intruder alarms, properly installed by us at the property and in working condition at the end of the installation, except to the extent that such failure is caused directly by our negligence, breach of Contract, or any liability which cannot lawfully be excluded or limited.
13.5 We shall not be liable for loss of or damage to any goods, materials, equipment, tools, or apparatus left at Site where such loss or damage arises from theft, vandalism, accidental damage, weather, site conditions, third-party interference, or any matter beyond our reasonable control.
PART 5 – WARRANTY AND CUSTOMER RESPONSIBILITIES
14. Warranty
14.1 If you are a Consumer, we will honour our legal duty to provide you with products that are as described to you and are of satisfactory quality and meet all other requirements imposed by law.
14.2 If you are a Business Customer, we warrant that on delivery any products which are Goods will conform in all material respects with their description and any relevant specification, be free from material defects in design, material and workmanship, be of satisfactory quality (within the meaning of the Sale of Goods Act 1979) and be fit for any purpose held out by us. We will not be liable for a product’s failure to comply with the Business Customer warranty if you make any further use of such product after telling us it is non-compliant, if the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice, if the defect arises because we followed any drawing, design or specification supplied by you, if you alter or repair the product without our written consent or if the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
14.3 In the unlikely event that any Goods we deliver are faulty or damaged on receipt by you, please contact us straight away and in any event within 7 days to confirm arrangements for their collection and replacement. Please ensure that you retain the item in its original packaging and unused. We will normally exchange faulty or damaged products or provide a full refund together with any applicable delivery charges that you may incur in returning the item to us. We reserve the right to inspect all returned products prior to agreeing to any partial or full refund or product exchange. This is without prejudice to your statutory rights.
14.4 Unless stated, all hardware products are subject to manufacturer’s UK warranty and support services where applicable. We will use our reasonable endeavours to ensure any such warranties are passed on to you on completion of the delivery or installation. This will not apply in respect of physical damage, failure due to fire, storm, tempest, dampness, accident, misuse or neglect of an alarm system. It is the customer’s responsibility to insure all equipment, including alarm systems, against fire and other insurable damage.
14.5 Our kitchen “full design supply and installation contracts” come with a 3 year warranty to cover poor workmanship and installation defects caused by us. All other installations come with a 12 months warranty to cover poor workmanship and installation defects caused by us. In the event of accidental damage or faulty Goods reported to us during installation, we will arrange a repair or replacement. This may incur a delayed completion date, but we will endeavour to minimise the extent of the delay and you will not be charged for the additional time or replacement materials costs. Our installation warranties do not extend to any items not originally installed by us which may require alteration, modification or re-installing in order to fulfil your order.
14.6 Without limiting your statutory rights, including any applicable consumer statutory cancellation rights, all Goods and Services will be deemed to have been accepted as being of satisfactory quality and in conformity with the terms of the legal Contract once delivery has been accepted by you or, in the case of Services, you have made payment on completion of the installation, save to the extent that applicable law prevents such deemed acceptance from operating.
14.5 Any replacement Goods or rectification works required, whether due to your further instructions, damage caused by you or others, or defective goods subject to a manufacturer’s warranty claim and not caused by our installation, or otherwise, after satisfactory completion by us of the order may be subject to further costs which will be discussed and agreed with you before we fulfil the requirement.
14.6 No warranty is given in respect of failures arising from misuse, neglect, accidental damage, tampering, third-party interference, internet or network failures, power failures, environmental conditions, fair wear and tear, building alterations, or failure to maintain, test, or service the equipment appropriately.
15. Client responsibilities
15.1 You are responsible for ensuring that:
a) suitable access is available to enable us to perform the Services;
b) the Site is safe, secure, and complies with all relevant health and safety laws and regulations;
c) all necessary permissions, consents, approvals, or licences, including but not limited to planning permission, landlord consents, and listed building approvals, have been obtained before we commence the works;
d) we are made aware in advance of any hazards, risks, or special site requirements, including but not limited to asbestos, structural issues, or restricted working conditions.
15.2 We shall not be liable for any delay, additional costs, or failure to perform our obligations where you have not complied with clause 15.1.
15.3 You shall ensure that the building structure, electrical installation, internet service, network infrastructure, Wi-Fi coverage, communication services, and any client-supplied equipment required for the operation of any system supplied or installed by us are maintained in suitable working condition. We shall not be liable for system malfunction or reduced performance caused by deficiencies in any such infrastructure.
15.4 We shall not be liable for damage to hidden pipes, cables, ducts, asbestos, structural elements, or other concealed services unless their existence and location were clearly disclosed to us prior to commencement of the works.
PART 6 – LIABILITY, INSURANCE, AND INDEMNITY
16. Limitation of liability
16.1 Nothing in these Terms shall limit or exclude our liability for:
a) death or personal injury caused by our negligence;
b) fraud or fraudulent misrepresentation;
c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
d) defective products under the Consumer Protection Act 1987 or
e) any matter in respect of which it would be unlawful for us to exclude or restrict liability.
16.2 Subject to clause 16.1, our total liability to you for all losses arising under or in connection with the Contract, whether in contract, tort including negligence, breach of statutory duty, or otherwise, shall in no circumstances exceed the price paid or payable by you for the goods and/or services in respect of which the liability arises.
16.3 We shall not be liable to you whether in contract, tort (including negligence), breach of statutory duty, or otherwise for any:
a) loss of profit, loss of business, loss of goodwill, or loss of anticipated savings, whether direct or indirect; or
b) indirect or consequential loss or damage,
arising under or in connection with the Contract.
16.4 Under no circumstances shall we be liable for any liquidated damages, penalties, delay damages, special damages, exemplary damages, or similar remedies unless expressly agreed by us in writing signed by a director or as required by law.
16.5 You acknowledge and agree that the charges payable under the Contract are based solely on the value of the Goods and Services supplied and are not calculated by reference to the potential value of your premises, business, stock, contents, or any losses that might arise from fire, theft, intrusion, vandalism, equipment failure, business interruption, or similar events.
16.6 You further acknowledge that it is impractical and extremely difficult to determine the actual damages that may result from any failure of security equipment, fire detection equipment, monitoring services, software, apps, network services, or any related goods or services supplied by us. The limitations and exclusions in these Terms represent a fair and reasonable allocation of risk between the parties.
17. Insurance and subrogation
17.1 You shall maintain adequate insurance in respect of your premises, property, stock, contents, business operations, and all risks that may reasonably arise in connection with the goods and/or services supplied by us.
17.2 To the extent permitted by law, you shall procure that your insurers waive any rights of subrogation or recovery against us, our employees, agents, subcontractors, and suppliers in respect of any insured loss.
17.3 Where such waiver is not available, you shall indemnify and hold us harmless against any claim, demand, or recovery action brought by your insurer or any third party seeking to recover any payment made or loss suffered in respect of an insured risk, save only to the extent such claim arises from any liability which cannot lawfully be excluded or limited.
17.4 You agree that we are not an insurer or guarantor of your property, premises, business operations, or personal safety.
18. Customer indemnity
18.1 The Customer shall indemnify and hold harmless us, our employees, agents, and subcontractors against any claims, demands, losses, liabilities, damages, costs, and expenses including legal fees arising from:
a) misuse of the goods or systems supplied;
b) failure by the Customer to maintain, test, or service the system;
c) modification of the installation by third parties;
d) breach of applicable laws or regulations by the Customer; or
e) claims brought by insurers or third parties arising from incidents occurring at the Customer’s premises, except to the extent caused by our negligence or other liability which cannot lawfully be excluded.
PART 7 – INTELLECTUAL PROPERTY, DATA, AND EVIDENCE
19. Intellectual property
19.1 All designs, drawings, plans, specifications, reports, software, documentation, or other materials prepared or supplied by us in connection with the goods or services, together the “Materials”, shall remain our property and all intellectual property rights therein shall vest in and remain owned by us or our licensors.
19.2 You shall not copy, reproduce, modify, distribute, disclose, or otherwise use the Materials for any purpose other than the proper receipt of the goods and/or services under the Contract without our prior written consent.
20. Data protection and technology dependency
20.1 We will process any personal data we collect from you in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018. https://glowbolt.co.uk/
20.2 We will only use your personal data as necessary to perform the Contract, comply with our legal obligations, and for legitimate business purposes, including after-sales support and marketing where permitted.
20.3 Where we require access to your systems, including but not limited to remote access to CCTV or intruder alarm systems, such access will be subject to appropriate technical and organisational safeguards and will be withdrawn at your written request, provided that withdrawal may affect the functionality of the system and may increase service costs.
20.4 Many modern systems rely on internet connectivity, telecommunications networks, cloud services, mobile applications, software, and third-party platforms. We shall not be liable for any failure, interruption, delay, or reduced performance caused by internet outages, telecom failures, mobile network coverage issues, cloud service outages, software updates, manufacturer service interruptions, cyber incidents, or deficiencies in client-side network infrastructure.
20.5 Certain products may require software licences, subscriptions, SIM services, cloud services, or application accounts in order to function fully. Unless expressly included in our Quotation, all such costs and renewals shall be payable by you.
21. Evidence preservation
21.1 In the event of any dispute, claim, or alleged system failure, the Customer shall take reasonable steps to preserve all relevant equipment, logs, recordings, footage, reports, and other evidence relating to the incident.
21.2 The Customer shall not alter, reset, dismantle, tamper with, or materially modify the system until we have been given a reasonable opportunity to inspect the system, except where necessary for safety, emergency response, or compliance with a legal duty.
PART 8 – LEGAL TERMS
22. Entire agreement and non-reliance
22.1 If you are a Business Customer these Terms together with any Quotation or order confirmation issued by us constitute the entire agreement between the parties in relation to your order and supersede and extinguish all previous and contemporaneous agreements, promises, assurances, warranties, representations and understandings, whether written or oral, relating to its subject matter. You acknowledge that you have not relied on, and shall have no remedies in respect of, any statement, promise or representation, assurance or warranty made or given by or on behalf of the other party which is not set out in these Terms. Nothing in this clause shall limit or exclude liability for fraud.
22.2 If you are a Consumer, these Terms together with any Quotation or order confirmation issued by us for the basis of the legal Contract, but nothing in any such documents is intended or is to be deemed to limit or exclude your statutory consumer rights so far as they cannot be limited or excluded.
22.3 Any descriptions, illustrations, specifications, marketing materials, brochures, website content, photographs, drawings, samples, or verbal statements provided by us are intended only to provide a general indication of the goods or services and shall not form part of the Contract unless expressly incorporated in writing.
23. Assignment and subcontracting
23.1 We may at any time assign, transfer, mortgage, charge, subcontract or deal in any other manner with any or all of our rights and obligations under the Contract. We will tell you in writing if this happens and if you are a consumer we will ensure that the transfer won’t affect your rights under the Contract.
23.2 You may not assign, transfer, mortgage, charge, subcontract or deal in any other manner with any of your rights and obligations under the Contract without our prior written consent. However, you can transfer our Consumer guarantee (as explained in clause 14) to a new owner of the product. We can require the new owner to prove you transferred the product to them.
24. Public statements and reviews
24.1 We value honest feedback and nothing in these Terms shall prevent you from providing a genuine review or expressing an honestly held opinion based on your actual experience of our goods and/or services.
24.2 However, you agree that you shall not publish, post, communicate, or otherwise disseminate any statement, allegation, review, or representation concerning us, our employees, agents, subcontractors, goods, or services which is knowingly false, misleading, malicious, defamatory, abusive, or made with reckless disregard for the truth.
24.3 If you have any complaint, concern, or dispute in relation to the goods and/or services supplied by us, you agree that you will first give us a reasonable opportunity to investigate and, where appropriate, resolve the matter in accordance with clause 27 before publishing or escalating the complaint publicly, save where you are required by law or regulation to make a report.
24.4 You shall not threaten, post, or procure the posting of any false, misleading, or defamatory review, statement, or publication for the purpose of obtaining a discount, refund, compensation, free goods or services, or any other commercial concession from us.
24.5 Nothing in this clause shall limit or exclude any right you may have to report matters to any regulator, law enforcement body, trading standards authority, court, insurer, or other body with lawful authority, nor shall it prevent you from giving truthful evidence or making any statement protected by law.
25. Use of images for marketing
25.1 You irrevocably consent for Glowbolt to the use of photographs and video recordings of your installation from time to time including publication on our website, social media and other online media and press for promotional purposes for our business, provided that in each case no identifiable person is shown.
25.2 If you do not wish us to use such photographs or recordings, you must notify us in writing before commencement of the works.
26. Force majeure
26.1 Dates quoted for delivery and installation are approximate only and will be confirmed with you before delivery is effected or installation commences. Time of supply is not a fundamental term of the Contract between us.
26.2 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
26.3 If the period of delay continues for more than 8 weeks, either party may terminate the Contract by giving 14 days’ written notice to the other.
26.4 Events outside our control include, without limitation, acts of God, extreme weather, flood, fire, disease, epidemic, pandemic, war, civil commotion, terrorism, labour shortages, transport disruption, fuel shortages, utility failure, internet outage, cyber incident, supplier failure, manufacturer delay, shortage of materials, import or export restrictions, acts or omissions of third parties, and governmental or regulatory action.
27. Dispute resolution
27.1 In the event of a dispute, mediation is to be the preferred method of resolution. We will endeavour, in good faith, to resolve any dispute by mediation where possible.
27.2 Unless you are dealing with us as a Consumer, in which case we ask but cannot insist on this, you agree that before resorting to legal proceedings you will enter into mediation with us in good faith to try to resolve the dispute.
28. Severability
28.1 If any provision or part-provision of these Terms is or becomes invalid, illegal, or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of these Terms.
29. Governing law and jurisdiction
29.1 These Terms and any dispute or claim, including non-contractual disputes or claims, arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.
29.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation.
30. Errors and omissions (E & O. E.)
30.1 All quotations, estimates, proposals, specifications, invoices, schedules, drawings, calculations, and other documents issued by us are issued subject to correction of clerical errors, typographical errors, computational errors, transcription errors, and omissions.
30.2 We reserve the right to correct any such error or omission without liability where the correction does not materially alter the nature of the Goods and/or Services to be supplied.
30.3 Where any such error or omission materially affects the price, specification, scope, quantity, programme, or other material aspect of the Goods and/or Services, we shall notify you as soon as reasonably practicable, and in any case before we accept your order or commence provision of the Goods or Services, and you shall have the option to accept the corrected terms or cancel the affected order or affected part of the order without penalty. If the error or omission was clear and obvious such that you should reasonably have known that the price was a mistake, we may cancel the Contract after we have accepted your order or commenced provision of the Goods or Services and provide you with a full refund of any money you have paid to us under the Contract.
30.4 Nothing in this clause shall limit or exclude liability for fraud, fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.
APPENDIX 1 – INSTALLATION WORKS
This Appendix sets out the specific terms and conditions that apply to all installation works carried out under the Contract. It should be read in conjunction with the main Terms and Conditions and applies wherever installation services form part of the Goods and/or Services provided.
Specific terms for installation work
1.1. All electrical installation work will comply with BS7671 and any amendments in force at the time of the works and, in the case of dwellings, allow legal Part P obligations to be met. Where you require any deviation from such regulations, a written instruction and record will be required.
1.2. Without limiting the above, all electrical installation work will comply with all other applicable Building Regulations in force at the time of the works.
1.3. Where work is to extend, or modify, existing circuits, costs quoted assume that the existing installation is in adequate condition and complies with minimum current regulations. Any works found required to bring the necessary parts of the existing installation up to standard will be at additional cost at our standard rates applicable at that time.
1.4. Unless stated otherwise or agreed with you, all cables will where practicable be concealed by chasing into the building fabric or concealed in building voids, under floors, etc. However, where impracticable, cabling will be neatly surface run, either clipping direct or housed in trunking / conduit.
1.5. Where carpet or flooring coverings may require lifting to allow concealed installation work, no charge is made for this service. We will use all reasonable endeavours to avoid damaging them and to refit them to a reasonably acceptable standard. However, if you require a professional re-fitting of any flooring, then you will need to arrange this at your own cost.
1.6. All reasonable endeavours will be made to undertake installation work to a clean standard, using dust sheets and vacuum cleaning equipment as necessary.
1.7. Whilst undertaking the installation work at the property, the client is required to provide water and power free of charge.
1.8 We may sub-contract all or any part of the work. In practice, we enjoy long standing relationships with all our sub-contractors who are chosen very carefully.
1.9 Any recommendations, guidance, layouts, proposals, design suggestions, product selections, device positions, routes, categories, or security arrangements provided by us are based solely on the information made available to us at the time and the conditions observed during any survey or installation. Unless expressly agreed in writing, we do not undertake responsibility for providing architectural design services, engineering design services, fire engineering services, formal security consultancy, or other professional advisory services beyond the scope of the Goods and Services expressly contracted for.
1.10 Where system design recommendations are provided, they are intended as reasonable guidance only and shall not be treated as guaranteeing compliance with insurance requirements, fire regulations, police requirements, building regulations, insurer warranties, or any specific performance outcome. You remain responsible for obtaining any independent professional advice you consider necessary.
1.11 We shall not be responsible for any fault, damage, malfunction, reduction in performance, or increased cost arising from:
a) alteration of the installation by third parties;
b) building works or structural changes carried out after installation;
c) electrical works undertaken by other contractors;
d) interference with cables, devices, power supplies, software, internet services, network infrastructure, or related equipment; or
e) relocation, modification, or removal of equipment not authorised by us in writing.
Any investigation, repair, replacement, or reconfiguration required as a result shall be chargeable at our prevailing labour and materials rates.
1.12 The Site must be ready for our works on the agreed commencement date. Where we are unable to start, continue, or complete works due to incomplete preceding works, client delay, access restrictions, unsafe conditions, inadequate site preparation, unavailable utilities, unavailable instructions, unavailability of other trades, or any other cause beyond our reasonable control, we reserve the right to suspend works and charge for abortive attendance, standby labour, remobilisation, travel time, waiting time, re-programming, management time, and any additional labour or material costs reasonably incurred.
APPENDIX 2 – EXCLUSIONS (WORKS/SERVICES NOT INCLUDED)
This Appendix sets out the works, services, and items that are not included within the scope of the Contract unless expressly stated otherwise in writing. It is the Client’s responsibility to ensure that any excluded items required are separately arranged or agreed.
2.1 Clearing and / or moving of furniture and other items blocking access to work areas are not included. Please ensure that the installation is clear before the scheduled start of the installation works as we cannot be responsible for any delay or additional costs that may be incurred if we are unable to start the works or the works take longer due to any failure to ensure that the area has been cleared.
2.2 Except where expressly stated by us, building works, such as creating holes larger than 50mm diameter, creating support structures, etc., are not included, except minor works as outlined in clause 2.3, clause 2.4 and clause 2.5.
2.3 Except where expressly stated by us, re-decoration and final making good, such as re-plastering and repainting, are not included.
2.4 Removal from site and disposal of rubble, fittings, wiring, materials, general waste and packaging is not included.
2.5 Any additional goods or services that you may require that are not expressly set out in the relevant Quotation or these Terms are not included and will be considered as extras.
2.6 Unless expressly stated otherwise in writing, we do not include structural calculations, specialist asbestos surveys, builder’s work in connection, major making good, decoration, IT support, internet service provision, telecom service provision, cloud subscriptions, software licences, landlord approvals, wayleaves, permits, or specialist third-party certification.
APPENDIX 3 – FIRE, INTRUDER, CCTV AND SECURITY SYSTEMS
This Appendix sets out additional terms applicable to the supply, installation, maintenance, and support of fire detection systems, intruder alarms, CCTV, access control, and other electronic security systems. These provisions include important obligations, limitations, and responsibilities and should be read carefully.
3.0 Fire and intruder alarm systems and maintenance
3.1 Whilst BS5839-1 states that planned, preventative maintenance is only recommended, regular maintenance of any installed fire detection and alarm system by competent persons is mandatory under the requirements of applicable fire safety law.
3.2 We recommend that two service visits a year take place. Our engineers can maintain equipment that we have installed as well as taking over the maintenance of existing systems, ensuring that your access control functions effectively and issues and faults are pre-empted.
3.3 Unless otherwise expressly stated, service visits and ongoing maintenance are not included under these Terms and we recommend a separate annual maintenance agreement. Additional charges, including for parts, labour and call outs, will apply under such an agreement. Emergency services may be available on a 24 / 48 hour basis subject to agreement and availability.
3.4 Where the installation and/or maintenance and/or support of any fire or intruder alarm system is included in the Contract, the following additional terms apply.
3.5 The customer must:
a) at their own expense obtain all necessary way leaves, permits or approvals;
b) provide and pay for the electricity supply to the installation and shall at all times operate the installation with reasonable care;
c) give the company 14 days written notice before making any change of its address or its business or trading name;
d) notify the company of any proposed alterations to the premises, or any modifications affecting the alarm system sufficiently in advance to allow us to consider the impact of the changes on the operation and effectiveness of the system and to advise of any changes we consider may be appropriate. In relation to all space detector alarms immediately this must include notice in writing of any intended alteration to the structure or layout of, or to the fittings therein including stock. The customer will be liable to pay for any required attendance of an engineer and carry out any movement of equipment to cover the area concerned;
e) pay for the cost of any work required due to fire, storm, tempest, dampness, accident, misuse or neglect of the alarm system leading to false alarm conditions;
f) make any necessary payments and arrangement with BT or any other telecommunications provider or authority as may be necessary for provision and servicing of a private circuit, wiring and terminal block;
g) pay all costs of re-instatement or re-decoration made necessary by the installation, inspection, testing, adjustment, alteration, removal, or use of the apparatus;
h) provide all necessary access to enable us to perform our duties hereunder.
3.6 Alarm equipment becomes the property of the customer upon payment in full for the installation.
3.7 Final payment of all costs of the installation will be due immediately the apparatus has been installed in exchange for the codes or keys, or if a police / fire brigade connection is involved the final payment is due in full when the installation is completed to “audible only” stage. We shall not be liable for any delay in installing the system arising from any delay awaiting approval or implementation by the police / fire brigade or any third-party intermediary. We are not obliged to provide codes or keys until we have received payment in full in cleared funds.
3.8 Components are not included in the annual maintenance and support cost and will be charged at our prevailing rate. Whilst we will ensure that the fire detection and electronic security installation is working correctly at the time of installation and on service visits, the customer will be responsible for the cost of replacement of any failed components or other parts required following initial installation. This is without prejudice to the warranty section below and any applicable statutory rights.
3.9 The customer must give the company immediate written notice of any fault in, or repairs necessary to, the apparatus.
3.10 Alarm maintenance and service agreements are for an initial period of one year from the date of the contract or agreement and will continue thereafter from year to year unless cancelled by either of us on notice to the other at least 30 days before the renewal date.
3.11 Glowbolt Group Ltd will have remote access to all intruder and CCTV systems installed or maintained unless explicitly asked not to by the client. Written notice will be required. This may increase the cost of monthly / annual servicing. If you require us to share access to the device at any time to a third party, written notice from the client will be required prior to any QR codes or passwords being shared.
3.12 We reserve the right to increase the annual maintenance and service charge annually on not less than 90 days’ notice to the customer to reflect any increase in our costs and outgoings. All systems that allow for remote access may be checked on a monthly basis and billed annually as part of the service agreement.
3.13 During the continuance of the maintenance and service agreement, we will service the installation:
a) annually for audible systems; and
b) at six monthly intervals for systems with a police connection and all fire detection systems.
3.14 Any additional visits made by us at the customer’s request or due to some other cause of the customer, such as to inspect, repair or reset equipment which in our opinion is unnecessary or caused by the customer’s fault, are chargeable as extra services.
3.15 Ultrasonic, microwave, and passive infra-red detectors are quoted subject to satisfactory site tests, otherwise alternative protection will be substituted.
3.16 In designing each installation, we will have due regard for the various risks involved, probable means of entry of intruders, and other relevant security factors. However, no system can completely cover all eventualities, and detection of all such eventualities is not guaranteed.
3.17 Where the customer does not have in place a valid fire risk assessment, we can only advise on a category of fire detection system. We are not the enforcing body and cannot be responsible for any future inspection required from a fire safety officer or other liability incurred as a result of the customer’s failure to have in place and comply with a full written risk assessment.
3.18 The customer acknowledges and agrees that any fire detection system, intruder alarm system, CCTV system, access control system, or other electronic security equipment supplied, installed, maintained, or supported by us is intended solely to reduce certain risks and to provide a deterrent or warning mechanism. Such systems do not guarantee the prevention, detection, or elimination of all incidents including but not limited to fire, burglary, theft, intrusion, vandalism, equipment tampering, unauthorised access, personal injury, property damage, business interruption, or consequential loss.
3.19 The customer further acknowledges that such systems may be affected by a wide range of factors beyond our control including, without limitation, power failures, internet or network outages, communication failures, equipment tampering, signal interference, environmental conditions, acts or omissions of third parties, failures of cloud services, failures of mobile or telecom services, building alterations, or changes in the use or layout of the premises.
3.20 Accordingly, we shall not be liable for any loss, damage, injury, cost, expense, or business interruption arising from any such incident, whether or not the system was functioning correctly at the time, save only to the extent that liability cannot lawfully be excluded or limited.
3.21 The customer acknowledges that all such systems are aids to security and safety only and that the customer remains responsible for maintaining adequate insurance cover for its premises, property, stock, contents, business operations, equipment, and personal safety.
3.22 The charges payable under the Contract are based solely on the cost of Goods and Services supplied and do not reflect the potential value of property or losses that may occur in the event of fire, theft, or other incidents. We shall not be treated as an insurer or guarantor of the customer’s property, premises, business operations, or personal safety.
3.23 Where systems are connected to police, fire brigade, alarm receiving centres, monitoring centres, keyholding services, cloud platforms, mobile applications, or any third-party service provider, we do not guarantee response times, attendance, continuity of service, or the performance of such third parties and shall have no liability for any failure, interruption, delay, refusal, suspension, withdrawal, or reduction of service by any such third party.
3.24 Unless the customer has entered into a separate maintenance agreement with us, the customer shall be responsible for routine testing of systems, replacement of batteries, ensuring adequate power supply, ensuring communication paths remain live, maintaining internet and network services, maintaining software and app access, and notifying us promptly of any fault or malfunction. We shall not be liable for any failure of equipment where the customer has failed to carry out routine testing or maintenance or failed to report faults within a reasonable time.
3.25 To the extent permitted by law, the customer agrees that its insurers shall waive any right of subrogation or recovery against us, our employees, agents, subcontractors, and suppliers in respect of any loss or damage covered by the customer’s insurance policies. Where such waiver cannot be obtained, the customer shall indemnify and hold us harmless against any claim, demand, or recovery action brought by the customer’s insurer or any third party seeking to recover losses paid under an insurance policy.
3.26 Any access by us to remote systems shall be subject to applicable data protection law, our Privacy Policy, and appropriate technical and organisational safeguards. Where remote access is withdrawn at the customer’s request, the customer acknowledges that this may reduce functionality, delay response, limit support capability, and increase service costs.
APPENDIX 4 – FIRE RISK ASSESSMENTS
This Appendix sets out the basis on which fire risk assessment services may be provided and the limitations applicable to such services. It applies only where such services are expressly included in the Contract or agreed separately in writing.
4.0. Fire risk assessments
4.1 As experienced and qualified risk assessors, we are equipped to carry out your fire risk assessment.
4.2 We can provide you with a comprehensive document that identifies all potential sources of ignition, risks that could increase the spread of fire, and any safety measures that may be in place. The fire risk assessment will highlight any deficiencies or issues that require attention. Using a simple traffic light system, the document is designed to explain issues rated in accordance with priority, based solely on their impact on life safety. All issues requiring attention may be summarised in a prioritised format at the end of the fire risk assessment document, together with any photographs required in assisting identification of areas for concern.
4.3 It is important to remember that fire risk assessments must be reviewed regularly. Legislation does not define the term “regularly”. However, it is strongly recommended that a review should take place at least annually, or:
a) when there are any changes to activities taking place in the building;
b) when there are any changes to the internal structure of the building;
c) when there are any changes in occupancy, or the nature of the occupancy; or
d) where changes include the employment of a pregnant member of staff, or a member of staff with a severe medical, physical, hearing, or visual impairment.
4.4 The provision of fire risk assessment or related advisory services are not included under these Terms and a separate agreement will be required for the provision of this. Additional charges will apply under such an agreement.
4.5 Any fire risk assessment, recommendation, categorisation, or related advisory service supplied by us is based on the information made available to us and the conditions existing at the time of inspection only. We are not the enforcing authority and do not warrant that any fire authority, insurer, building control body, landlord, or other third party will accept or adopt our recommendations without further requirement.
